Director, Customer Experience
Core
Lead a team of Customer Experience Principals, Managers, and Program Managers to drive software adoption, value realization, and revenue growth for Cisco's enterprise customers across ASEAN markets.
Role type
Director, Customer Experience (Strategic Leadership & Team Management)
Builds
Customer success strategies, adoption plans, and services revenue for Cisco's portfolio of networking, security, collaboration, cloud, and automation solutions.
Domain
Enterprise Technology, Cloud Networking, AI-driven Operations, Managed Services
Deliverable
client delivery
Required skills
Strategic problem solving, financial KPI management, software and service adoption strategy, renewal risk mitigation, executive stakeholder management, cross-functional collaboration, data-driven decision making, technical architecture understanding
Preferred skills
Advanced degree, industry certifications, deep Cisco technology expertise, ASEAN market knowledge
Technologies
Cisco Networking, Security, Collaboration, Cloud, Automation, Observability, Software/Subscription platforms
Responsibilities
Lead and mentor a team of CXM, CSM, and CPM resources to achieve financial and customer satisfaction targets. Act as the executive contact for assigned customer segments to drive adoption and growth. Develop and execute strategies for software adoption, value realization, and renewal risk mitigation. Collaborate with Sales, Renewals, and Deal Acceleration teams to drive ARR and services growth. Advocate for customers across Cisco functions including Business Units, Finance, and Sales. Stay current on industry trends and competitive landscape to provide expert mentorship.
Seniority
Director, strategic leadership with hands-on team management
