12 days old

Manager Customer Success Specialist (CSS)

Cisco Systems Inc.
Mexico City, Mexico
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What Youll Do

At Cisco, we are building the world's best Customer Experience (CX) Team to accelerate the company transition to a recurring revenue software-centric model. The Customer Success Specialist (CSS) Manager role within Ciscos Customer Experience (CX) organization is responsible for leading a team of Customer Success Specialists (CSSs) who own delivery of targeted engagements intended to increase product awareness, share industry best practices, and drive overall product adoption and business value.

You will form and lead a high-performing, well-respected team of CSSs within the Customer Experience organization which exists to make Cisco's customers successful across the customer life cycle. You will know your customers needs well and can help develop your team, so they delight our customers.

In this role you will:

  • Build, mentor, and coach your team to drive productivity and improve business value
  • Support the development and execution of Theater/Regional policy, processes and programs for technical adoption
  • Seek to evangelise to internal and external audiences about the Customer Success motion
  • Contribute to product and offer improvement by providing regular lifecycle feedback to internal Cisco entities e.g. BE, Sales, CS Leadership
  • Consult and establish trusted advisor status within the CS leadership teams
  • A willingness to travel 50% or more (pending role requirements)

Who Youll Work With

You'll build a strong network of cross-functional partners across CX, and Cisco to help our business grow profitably. Your team will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals.

Who You Are

With strong experience of both leading teams through transformation and a passion for customer delight, you have shown the ability to excite, and lead a cross-functional team to deliver strong outcomes. You passionately advocate for customers, and you have an obsession with customer success.

At a minimum, we require:

  • A strong knowledge of the overall Cisco portfolio and key competitors or one or more architectures (Enterprise Networking, Collaboration, Data Center or Security)
  • Ability to demonstrate the impact of the CSS team on the business (quantitative and qualitative metrics)
  • Detailed understanding of the fundamentals of Services aligned to offer specialization areas, including onboarding, troubleshooting, providing internal/external technical presentations, cross training, features and use cases
  • Previous supervisory experience also required
  • Bachelors + 8 years of relevant experience, or Masters + 6 years of related experience
  • Languages: Spanish and English fluent. Portuguese preferably.

If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.

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 were old (36 years strong) and only about hardware, but were 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 cant 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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 

Posted: 2020-10-16 Expires: 2020-11-16
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Manager Customer Success Specialist (CSS)

Cisco Systems Inc.
Mexico City, Mexico
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