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
Networking, Software, AI-driven insights, Enterprise IT Services
Required skills
Strategic account planning, Financial management (revenue/margin), Technical expertise in Cisco network/software products, Risk mitigation, Stakeholder management (Executive level), AI and automation tool application, Data-driven decision making, Cross-functional collaboration.
Preferred skills
Associate level certification (e.g., CCNA), Industry trend certifications, Advanced portfolio expertise.
Technologies
Cisco network/software products, AI-driven dashboards, Automation tools.
Responsibilities
Leads creation and execution of E2E plans across 2-3 accounts; Accountable for financials including services revenue and margin; Oversees service performance and identifies risks; Serves as a trusted advisor to senior IT and business stakeholders; Applies AI-driven insights to anticipate renewal risks; Coordinates CX, delivery, and partner resources to execute lifecycle milestones.
Seniority
Senior, hands-on IC with strategic influence