Customer Experience Manager
Core
Drives software adoption, service value realization, and renewal success by managing customer journeys, mitigating risks, and acting as a trusted advisor to senior stakeholders.
Role type
Senior Customer Experience Manager (Strategic Account & Renewals)
Builds
End-to-end adoption plans, strategic investment decisions, and unified portfolio views for Cisco software and services.
Domain
Enterprise Networking, Software Services, AI-driven Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account planning, financial management (revenue/margin), risk mitigation, technical product expertise, stakeholder management, data-driven decision making, automation strategy
Preferred skills
AI/automation tool application, executive influence, cross-functional collaboration, predictive analytics
Technologies
Cisco network/software portfolio, AI-driven dashboards, automation tools
Responsibilities
Lead creation and execution of E2E plans for 2-3 accounts; Accountable for financials including services revenue and margin; Identify risks and recommend mitigation actions; Integrate Cisco technologies and apply AI-driven insights; Lead collaboration with CSS, partner, and delivery teams; Coordinate CX, delivery, and partner resources to execute lifecycle milestones; Utilize metrics to develop targeted adoption strategies reducing churn.
Seniority
Senior, hands-on IC with strategic leadership