Customer Experience Manager

This role drives the adoption of software, services, and value realization, leading to successful renewals and growth by proactively managing and mitigating renewal risk throughout the customer journey. It develops and maintains strong executive and technical influence with customer stakeholders to understand their business challenges and objectives, and advocates for the customer within Cisco to ensure their needs are met and that they receive a high-quality customer experience.

Responsibilities

• Leads creation and execution of end-to-end (E2E) plans across 2-3 accounts, strategically aligning the adoption of Cisco software and services with customer goals and driving measurable outcomes.
• Applies a good understanding of Cisco's product and service portfolio to drive delivery innovation, growth, and strategic alignment.
• Accountable for financials for defined accounts, including services revenue, margin, and making strategic investment decisions.
• Oversees service performance and customer outcomes, identifying risks and recommending mitigation actions with an impact across accounts or regions.
• Demonstrates strong technical expertise in Cisco’s network, software, and technology products; integrates this knowledge to enable technical adoption across multiple accounts.
• Serves as an ambassador and supports improvements to processes and tools for logging technical friction and adoption blockers; helps monitor resolution and communication of feedback.
• Integrates Cisco technologies across accounts and applies AI-driven insights.
• Leads collaboration with CSS, partner, business entities (BE), and delivery teams to identify and implement technology and AI-driven improvements, fostering innovation and continuous improvement across accounts.
• Creates comprehensive E2E plans/strategies, in partnership with CSS, delivery, and other relevant teams, that connect adoption execution with renewal and expansion objectives across multiple accounts.
• Integrates multiple adoption plans into a unified portfolio view, ensuring tactical usage activities ladder up to measurable customer value and retention targets.
• Applies insights from tools and AI-driven dashboards to anticipate renewal risks and recommend interventions (e.g., training campaigns, executive alignment sessions).
• Coordinates CX, delivery, and partner resources to execute against lifecycle milestones.
• Acts as a trusted advisor to senior IT and business stakeholders, leading resources across Cisco and addressing challenges with proactive solutions to improve satisfaction.
• Leads customer engagement efforts to uncover business priorities, shape success strategies, and showcase ROI/progress toward business goals.
• Aligns E2E plans with both customer goals and Cisco’s strategic priorities, proactively advocating for Cisco’s key initiatives even where they diverge from customer focus.
• Aligns with sales on growth opportunities and account strategies and acts as the customer’s voice within Cisco for high-priority issues.
• Leads customer engagements, collaborates, and communicates across internal teams and partners to ensure alignment and delivery of a unified customer experience.
• Coordinates across teams during periods of high visibility outages or escalations to seek solutions.
• Collaborates with customers and internal teams to deliver proactive and predictive experiences, while influencing execution through shared insights.
• Applies advanced portfolio and financial expertise to make data-driven decisions that maximize customer value and Cisco growth.
• Utilizes metrics and business intelligence to develop and execute targeted adoption strategies that align with customer business objectives, reducing churn and maximizing renewal potential.
• Partners with CSS and BE to implement automation and digitization strategies that support durable growth and efficiency.

Requirements

• Bachelor’s degree + 12 years of related experience, or Master’s degree + 8 years of related experience, or PhD + 5 years of related experience, or equivalent relevant work experience.
• Associate level (e.g., CCNA) or equivalent relevant certification expected.
• Industry trend certifications.

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan with Cisco matching contribution.
• Paid parental leave.
• Short- and long-term disability coverage.
• Basic life insurance.
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees.
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness.
• Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at a rate of 4.92 hours per pay period for full-time employees.
• Exempt employees participate in Cisco’s flexible vacation time off program, with no defined limit on vacation time (subject to availability and business limitations).
• 80 hours of sick time off provided on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward from one calendar year to the next.
• Additional paid time away may be requested to deal with critical or emergency issues for family members.
• Optional 10 paid days per full calendar year to volunteer.
• For non-sales roles, employees are eligible to earn annual bonuses subject to Cisco’s policies.
• Employees on sales plans earn performance-based incentive pay on top of their base salary, split between quota and non-quota components.

Pay

The starting salary range for this position is $192,300.00 to $243,800.00 for new hires in U.S. and/or Canada locations, not including incentive compensation, equity, or benefits. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training.

Full salary ranges for specific locations:

• New York City Metro Area: $192,300.00 - $280,300.00
• Non-Metro New York State & Washington State: $173,700.00 - $262,600.00

For quota-based sales roles, the ranges include base pay and sales target incentive compensation combined.

For sales roles, incentive pay details:

• 0.75% of incentive target for each 1% of revenue attainment up to 50% of quota.
• 1.5% of incentive target for each 1% of attainment between 50% and 75%.
• 1% of incentive target for each 1% of attainment between 75% and 100%.
• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
• For non-quota-based sales performance elements, Cisco may pay 0% up to 125% of target.