1+ months

Manager of Customer Success, APJC

Cisco Systems Inc.
Sydney, NSW 2000
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Manager of Customer Success, APJC

Who We Are

Cisco Merakis Customer Success Team is helping people transform how they collaborate globally through solutions targeted at improving the user experience and driving teamwork and productivity to unprecedented levels, thus helping drive revenue growth and defining new business models. We are an industry leader in the Cloud Networking and emerging Digital Workplace. Our comprehensive set of solutions includes wireless, switching, security, communications, EMM, and security cameras, all led through Merakis web-based dashboard interface.

Position Overview

The successful, forward-thinking leader will be responsible for assisting in the transformation of the Cisco Meraki Customer Success organization into a premier, customer focused, adoption and growth resource supporting Cisco Merakis community of end customers across all of our offerings. Using proven and repeatable Customer Success plays to influence end user adoption of IT solutions.

The Manager of Customer Success, APJC role is a highly visible, strategic leadership position.

This successful leader will design and implement an efficient and scalable coverage model of automated touch points, as well as effectively shaping and implementing the strategy for data and analytics. S/He will be accountable for the continuous improvements of results, as well as reporting results, barriers and opportunities to key partners throughout the Sales and Customer Success leadership teams.

S/He will be responsible for customer retention, nurturing and to help qualify new sales opportunities to expand wallet share and within the Enterprise segment.

Key Responsibilities Include:

  • Lead a team of 5-10 to develop trusted advisor relationships with our partners, and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value
  • You will work with your team to develop campaigns to help our customers gain more value from their Cisco Meraki products
  • Grow and foster the careers of your team, helping to build leaders and highly skilled Customer Success Managers
  • You will partner with internal teams to develop a plan, leading to an extraordinary customer experience. Teams include: engineering teams, sales and operations teams, Cisco Partners, and other customer success specialists
  • Help evolve lagging and leading metrics of success to meet objectives, including: adoption rates, renewal, up-sell and cross-sell, etc.
  • Ensure integration of automation and analytics for continued process improvements
  • Bring to bear independent industry standard methodologies and benchmarking

Key activities include:

Strategy/Planning

  • Develop and document the overall customer success adoption strategy
  • Align and collaborate with key partners; examples include but are not limited to:
  • Sales for customer handoffs, understanding key customer critical metrics and identified expand opportunities with a keen eye/focus on customer retention
  • Operations and Finance for standardized measurement, reporting and forecasting

Execute

  • Implement retention and expansion strategies
  • Organize and orchestrate required resources to ensure a high impact and positive customer experience
  • Champion company-wide culture of Adoption and Expansion

Measurement

  • Help craft and drive leading metrics of success, including: customer health score, net promoter score (NPS) and adoption rates
  • Provide detailed and documented requirements to cross functional teams that improve the impact of the Customer Success team

Required skills

  • You have the ability to execute, by measuring both quantitative and qualitative results
  • You have proven experience driving Customer Success relationships to influence end user adoption
  • You are a strategic thinker; self-driven to develop/implement the adoption strategy by using teams and resources across Cisco Meraki, partners and the customer
  • Leadership experience: ability to form and lead local and dispersed teams
  • Understanding of and interest in relevant technologies and customer use cases/outcomes
  • Program and project management experience
  • You have the ability to persuade and influence partners
  • Excellent executive level communication and presentation skills

Required experience

  • You have 3+ years experience in a leadership role
  • You have 3+ years of experience with subscription and software offers or similar loyalty based retention models
  • You have experience integrating data and analytics into workflows and engagement processes
  • You have experience in successfully leading cross-functional teams
  • Bachelors or Masters degree preferred
  • Must be authorised to work in the location of work, position does not offer sponsorship

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

At Cisco Meraki, we don't just accept difference - it's one of our key values. Everybody In means we listen to each other's opinions. Everybody is accepted and valued here, and we are a team that works as one towards our goals. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

 
Posted: 2019-07-10 Expires: 2019-10-07

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Manager of Customer Success, APJC

Cisco Systems Inc.
Sydney, NSW 2000
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