Customer Experience Manager

Location: Richfield

The application window is expected to close on: 07/31/2026

** Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received** .

** MEET THE TEAM*
* At Cisco Customer Experience (CX), our mission is to put customers at the center of everything we do. We help them succeed by combining expert guidance, innovative solutions, and advanced analytics that make technology easier to adopt and enhance its value. Our team partners with organizations of all sizes and industries to accelerate outcomes, reduce complexity, and deliver measurable impact. What makes CX unique is our commitment to building lasting, positive relationships while guiding customers through every stage of their technology journey.

** YOUR IMPACT*
* Serve as the primary post-sale contact, driving customer adoption and value realization of Cisco solutions to ensure long-term success and renewals. Build trusted relationships, maximising deep product and industry knowledge to demonstrate advanced features and recommend specific solutions that achieve customer business outcomes. Proactively see opportunities to expand customer value through upselling and cross-selling, while coordinating across diverse functional teams to resolve challenges and ensure best practices are adopted.

Deliver measurable customer outcomes, strengthening loyalty and securing renewals by providing an exceptional end-to-end experience.

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* Role Responsibilities:

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* ** CX Leadership and Execution:*
* + Drives adoption of software, services, and value realization leading to successful renewal and growth..

+ Proactively manages and mitigates renewal risk throughout customer journey and in alignment with sales and renewals teams, uses risk insights and adoption action plans to increase customer retention rates.

+  Develops and maintains strong executive and technical influence with customer collaborators to understand their business challenges and objectives.

+ Advocates for the customer within Cisco, ensuring their needs are met and that they receive high-quality customer experience.

** Technical Leadership:*
* + Acts as technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements.

+ Stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert guidance to customers.

+ Applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows-enhancing scalability, efficiency, and outcomes.

** Financial & Strategic Responsibility:*
* + Accountable for financials including services revenue and margin, partnering with service delivery leadership, to make needed strategic investment decisions.

+ Partners with CSS to integrate Technical Adoption Plans into end-to-end customer plans, aligning delivery, partner, architecture, and adoption strategies to support customer goals

** Collaboration &

Risk Management:

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* + Collaborate with sales, delivery, CS, partners, renewals and BE to identify use cases, and design and deliver solutions that drive value and business outcomes for customers.

+ Leads Customer Value Workshops and CBRs to review adoption progress and drives customer outcomes and benefits expected from Cisco products and services leading to a successful onboarding, adoption, and renewals

** MINIMUM QUALIFICATIONS*
* + Bachelor's Degree or equivalent combination of skills and experience.

+ 10+ 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.

** PREFERRED QUALIFICATIONS*
* + Solid understanding of Cisco's technology portfolio, especially in the area of [Enterprise, Security, Data Center, Collaboration, Cloud solutions, Service Provider, etc. ]

+ Industry certifications such as CCNA or relevant.

+ Experience working closely…