15 days old

CX Role Community Renewals Leader

Cisco Systems Inc.
Carolina Shores, NC 28467
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What you'll do

The role is fundamental to developing, communicating and leading the renewal community's strategy working closely with DevCX and CX senior leadership.

  • Drive the communities evolution and ensure customer relevance of the DevCX strategy in close partnership with DevCX leadership.
  • Collaborate in developing and executing on a comprehensive strategic renewal role community roadmap setting direction for the organization.
  • Define a practical, implementable and actionable architectural vision and framework, tailored to Role Community and CX business requirements
  • Develop and maintain relationships with adjacent groups including CX Platforms, IT, HR Leadership & Team Intelligence
  • Build deep relationships with customer executives and partners to understand objectives and accelerate their path to value
  • Provides ongoing guidance and governance throughout the implementation and ongoing operation of the Community platform
  • Participate actively in training industry forums, analyst events, etc. to maintain current knowledge and innovative methodologies in education and training.
  • Engage with DevCX, CX and other Cisco business leaders (VPs and Directors) as well as other partners to identify renewal community strategic priorities, frame the strategic questions, and structure and resource strategic initiatives to address those questions.
  • Use critical customer insights and analytics to drive internal business functions to resolve customer experience and quality related challenges.
  • Formulate strategic rationale and supporting strategies that identify customer experience and service quality gaps.
  • Directly lead select strategic initiatives, and oversee and coach strategy team members in initiatives they are managing to ensure high quality, insightful, and impactful initiative outcomes.
  • Cultivate a culture of innovation, transparency, operational excellence and accountability to deliver high impact results to customers and for partners.
  • Develop, guide and implement strategic acquisitions and investments.
  • Develop, refine, and analyze metrics on the success of DevCX role communities in concert with other members of the cross-functional teams.
  • Support in the incubating innovation to support CX strategy

Who You'll Work With

You will be a member of an experienced team of leaders fulfilling the goals of DevCX in alignment with CX and Cisco's overall strategy. Your role as leader of role renewal communities reporting to the VP necessitates that you represent both your responsibilities within the team but also to participate as the need arises with the overall DevCX and Communities leadership.

Who You Are

  • 10+ years of professional experience in corporate or functional strategy roles
  • Experience in designing community based solutions and conceptual architecture documentation
  • Strong experience in inside sales and knowledge management
  • Strong executive presence with the ability to quickly gain credibility with senior executives.
  • Ability to achieve results through influence - ability to focus on most critical issues and establish a simple and pragmatic path to decisions
  • Strength in executive partners management - consultative approach to them to facilitate engagement to achieve desired results
  • Understand the characteristics of different community profiles and design solutions that support their needs
  • Experience in gathering requirements for new systems development - working with IT to deliver new solutions
  • Excellent leadership skills and a consistent track record of developing robust teams.
  • Skill in laying out short- & long-term strategic plans that are conducive to DevCX Communities agile organization
  • Proven track record to work cross-functionally in order to achieve business objectives
  • Strong presentation, meeting facilitation and communications skills

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything - people, process, data and things - and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

#LI-AZ1

Posted: 2020-05-11 Expires: 2020-06-11
Sponsored by:
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CX Role Community Renewals Leader

Cisco Systems Inc.
Carolina Shores, NC 28467
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