Customer Success Executive

vor 5 Monaten

Berlin, Deutschland Cisco Systems Vollzeit

**Who You’ll Work With**
The Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team to aid the customers in achieving their goals. With Cisco’s transformation to software subscription, Customer Experience is critical, we are re-writing history, and you can contribute to the ambitious journey we are on.

**What You’ll Do**

As a CSE, you are accountable for successfully accelerating adoption and value realization for the products and services our customers have purchased.

You will:

- Build and nurture strong Customer relationships at all levels
- Understand Customer business goals (desired outcomes), environment, challenges and operational maturity
- Orchestrate the Customer Experience (including Cisco Services, Partner resources, and Customer teams) to provide an aligned and coherent path to Customer Success from onboarding through business value realization to advocacy
- Customer sentiment, including resolution of customer escalations via oversight and driving clarity on mitigation planning while owning communications to customers and internal teams
- Working closely with Customer and Cisco teams, develop and execute a holistic Success Plan aligned to Customer priorities and Cisco investments
- Lead Quarterly Success Reviews to understand, define, measure, and articulate the return on Cisco investments and achievement of outcomes
- Partner with Sales on defining the overall account strategy, relationship management, and growth plans aligned to the customer’s desired outcomes.
- Proactively manage renewal risk to drive renewal metrics through documented adoption plans at a premium to company averages and recommendations based on best practices, business trends, and recognized performance challenges
- Contribute to collaborative and community forums enabling and empowering the CSE community

**Who You Are**
You are an executive leader with excellent customer, partner and market understanding of software and subscription services. You are a thought leader who can evangelize Cisco solutions and services. You have experience in ensuring customers adopt and realize value from subscription software, services and solutions. In addition, as a CSE you are adept at identifying new opportunities to expand your value to a customer.
- Experience driving customer SaaS lifecycle adoption, renewal, and recurring revenue growth
- Proficiency in identifying, building, and nurturing relationships at every level and communicating effectively with those stakeholders
- Successful leading and coordinating matrixed teams ensuring flawless engagements with Customers, partners, and sales teams
- Articulate Cisco technologies and solutions, to convey sophisticated ideas in a clear, concise manner
- Comfortable working in a highly matrixed and sometimes ambiguous environment
- Motivates, encourages, and continually develops team members to bring out the best from those around you
- Bachelors + 10 years or related experience
- Fluent in German and English languages

**Critical Skillsets**:

- Strong leadership skills to drive Cisco and customer cross-functional teams in complex, political environments.
- Strong communication and presentation skills with the ability to manage multiple initiatives in parallel.
- Strong solution and managed services knowledge with the ability to translate to the relevant customer´s business objectives.
- Ability to establish trusted relationship with CxO and key decision makers and influencers at our customers.

**Why Cisco**

WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company.

We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us

U.S. employees have
**access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matc

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