Customer Experience Manager

Customer Relations Manager
• Birmingham, AL

Remote – Full‑time. Last updated: 18 hours ago.

Serve as the primary post‑sale contact, driving customer adoption and value realization of Cisco solutions.

• Serve as the primary post‑sale contact, driving customer adoption and value realization of Cisco solutions
• Build trusted relationships, maximizing deep product and industry knowledge to demonstrate advanced features and recommend specific solutions
• Proactively see opportunities to expand customer value through upselling and cross‑selling
• Deliver measurable customer outcomes, strengthening loyalty and securing renewals by providing an exceptional end‑to‑end experience
• Drive adoption of software, services, and value realization leading to successful renewal and growth
• Proactively manage and mitigate renewal risk throughout the customer journey
• Develop and maintain strong executive and technical influence with customer collaborators
• Advocate for the customer within Cisco
• Act as technology evangelist between customers and Cisco’s product teams
• Stay up-to-date with the latest Cisco technologies
• Apply AI and automation tools to analyze customer environments and identify optimization opportunities
• Be accountable for financials, including services revenue and margin
• Collaborate with sales, delivery, partners, renewals, and BE to identify use cases and design solutions

• Bachelor’s Degree or equivalent combination of skills and experience
• 12+ years in a customer‑facing role within an IT company or enterprise IT organization
• Demonstrable experience crafting and driving software adoption plans across diverse technology portfolios
• Demonstrated ability to engage with both customer executives and technical leaders to advance software adoption
• Experience leading multi‑functional teams in complex, matrixed organizations
• Solid understanding of Cisco’s technology portfolio
• Industry certifications such as CCNA or relevant
• Experience working closely with sales, renewals, and customer success teams to drive business outcomes
• Strong communication and presentation skills
• Passion for staying current with emerging technologies like AI, ML, automation, and cloud solutions

• Medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long‑term disability coverage
• Basic life insurance
• 10 paid holidays per full calendar year
• 1 floating holiday for non‑exempt employees
• 1 paid day off for employee’s birthday
• Paid year‑end holiday shutdown
• 4 paid days off for personal wellness determined by Cisco
• 16 days of paid vacation time per full calendar year
• Sick time off provided on hire date and each January 1st thereafter
• Additional paid time away may be requested
• Optional 10 paid days per full calendar year to volunteer
• Employees are also eligible to earn annual bonuses subject to Cisco’s policies
• Performance‑based incentive pay on top of the base salary