Customer Success Manager Canberra 1212955

  • Location:
    Canberra, ACT, Australia
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Security
  • Job Id
    1212955
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What You'll Do
The market is shifting towards more of a subscription economy, where the value of a customer is realized over time and customers demand tangible proof of outcomes. In this role you can change the way we engage with customers and partners. Your work will form an integral part of the end-to-end engagement process with focus on maximizing customer and partner value realization and aligning with Sales to secure renewals and identify expansion opportunities
The Customer Success Management Charter is to lead the long-term Adoption and Expansion strategies of Cisco offerings through regular customer touch points focused on the successful alignment of the customer’s strategic priorities and desired business/operational outcomes; tracked and measured through a jointly developed Adoption Engagement Plan. Key execution of this role will result in a delighted, lifetime customer. This role is performed in close alignment with Cisco Sales and Cisco Service Delivery.


Who You'll Work With
The Customer Success Manager (CuSM) is an integral member of the Account Sales and Delivery management teams with a focus on driving Adoption of SW Subscriptions as well as identifying Expand opportunities. The focus of this role will be to drive adoption, business integration and expansion of Security, Enterprise Networking, Cisco One offers in Enterprise, Public Sector and major Commercial Accounts across ANZ Theatre.


Do you have a passion to engage with customer and help them achieve outcomes from Cisco solutions? Here, you can make an impact by helping customers to better understand and utilize the full capabilities and features of the Services and Software they have purchased.

Cisco Customer Success scope is designed to transform how customers adopt and consume Cisco services and solutions. They will help to provide increased customer benefits through and intense focus on customer’s business outcomes. This is a key initiative for Cisco that will help customers to gain full value from what they have purchased and unlock further opportunities for engagement.

Your strong communication skills will enable you to secure and leverage alignment with Cisco, our partner and stakeholders in a cross-functional and complex selling environment. Executing against and reporting on Customer Success metrics, you are constantly looking to innovate and engage to accelerate results.  Sharing best practices with your Customer Success peers and Cisco colleagues, you will be part of a dynamic and collaborative team that is increasingly more critical to Cisco’s vision and strategy. Your passion for Customer Success will drive relevance, awareness and the engagement of others to further augment your execution.

   

Who You Are


You are truly passionate about customer success and the overall customer experience. You possess and leverage exceptional relationship-building skills, are a team player, and are always looking to drive innovation, improvements and change.  You have a proven track record of results, outcomes and business impact for your customers through influence and trust.  You have messaging and communications skills that resonate at all levels with both internal and external stakeholders. You understand the commitment required to analyse business goals and align with Cisco solutions, in order to recommend actions that drive success for your customers and their Cisco experience.

  • 6+ years of customer adoption, business and/or sales experience; preferably in Software, XaaS, Cloud and Subscription Licensing solutions
  • Strong industry knowledge or experience towards Cisco solutions including Security, Cisco One, Enterprise Networking and Collaboration.
  • Proven team player and ability to orchestrate value in coordination with multiple stakeholders
  • Strong communication, influence and presentation skills
  • Willingness to learn, adapt and lead change within Cisco
  • Ability to articulate value messaging and influence adoption
  • An entrepreneurial approach to business and the ability to establish a holistic business view as it relates to the motions driven out of Customer Success
  • Effective organizational and time management skills

·         Undergraduate or graduate degree. (Business, Sales, Information Technology or Computer Science degree preferred).

·         Industry Certifications - eg CCNA/CCIE, ITIL Foundation, COBIT or Six Sigma would be an advantage.

 



Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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