High Touch Customer Success Manager, Singapore

  • Location:
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
    Cloud and Data Center, Collaboration, Video, Internet of Everything, Networking, Security, Wireless, Mobility
  • Job Id
What You'll Do

The High Touch Customer Success Manager is focused on the helping Enterprise/ Strategic Accounts develop an ADOPT and EXPAND sales practice. This role is introduced by Cisco into its most relevant partners to drive and accelerate mutual success through an effective ADOPTION and EXPANSION of Cisco offerings around solutions, services subscriptions and software. The Customer Success Manager interlocks with the Integrated Sales team to drive adoption business models within the partner operating model that increases Cisco value stack. 

The Customer Success Management Charter is to lead the long-term ADOPTION and EXPANSION strategies of Cisco offerings through a three phase process (Adopt Activation, Adopt Delivery, Adopt Scale). 

This role helps to accelerate & monetize their planned ROI for Cisco Adoption practice investment, and improves mutual operational readiness and performance. This role is executed in close alignment with Cisco Sales. Cisco Service Delivery, & Business unit Subject Matter Expertise where necessary. 

As an additional result derived from the appropriate execution of this role, a timely and expanded RENEW sales motion is facilitated to the respective Cisco Sales teams. This result also has a direct relationship to the customer achieving one of four major business outcomes including: increased revenue, decreased cost, mitigated risk, improved overall customer satisfaction. 

Key responsibilities & activities include: 

  • Represent & be the expert of the Global Customer Success Portfolio & Strategy, accelerating customer time to value & expanded annuity business 
  • Drive partner-led adoption growth through collaboration with Cisco Integrated Sales Organization, Field Marketing, individual BE's. 
  • Delivery weekly & accurate adoption forecasts & updates to management 
  • Interlock with Partner Integrated Sales team to drive adoption business models within partner operating model that increases partner value 
  • Masters Adopt and Expand Playbook deliverable and executes same within targeted partners to ensure partner and end customer value and business outcomes realization. Contributes to optimization and modification of Playbook content 
  • Executes best practices engagements with targeted partners utilizing cross functional and SME resources where applicable. 
  • Analyze and act on Adopt and Expand triggers to support both Land and Annuity selling motions: Result would be visible growth in Adopt and Expand measurable by targeted partners as well as growth in overall service sales. 
  • Interlock with other sales, marketing, engineering, and service delivery teams to drive GCS Adopt and Expand plan and conversations with our partners 
  • Focused on achievement of 4 major business outcomes (increased revenue, decreased cost, mitigate risk, improved customer satisfaction). 
  • Lead to the EXPANSION of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer. 
  • Proactively qualify, communicate and transition the identified opportunities into Cisco Sales 
  • Drive the successful introduction of the new solutions based on the customer expected outcomes. 

Who You'll Work With

You will be part of the ASEAN theater Adopt & Expand team with focus on the adoption of Cisco Architecture portfolio maximizing the customer's return on investment. This will be customer engagement by teaming up with partners, account, delivery teams and other stakeholders, as required. 

Who You Are

Core Competencies 

  • Aligns actions and execution plans with GCS Vision and strategy to deliver desired outcomes as documented through specific partner planning 
  • Communicate and correlate GCS strategy and portfolio to partner growth and sales objectives 
  • Practice Building: Tie financial impact to investments in both short term and long term investment models needed to deliver Adopt and Expand value based on Cisco service portfolio 
Balance Planning and Reacting 
  • Innovate and take risks 
  • Proactively work to eliminate barriers, handle objections, and remove impediments to success. 
  • Proven track record of collaboration across multiple organizations in order to accomplish significant achievements driving customer satisfaction and Cisco revenue. 
  • Must be excellent communicator, team builder and motivator with a proven ability to provide leadership while exhibiting outstanding interpersonal written and verbal communication skills. 
  • Ability and willingness to travel on demand 
Previous work & education experience: 
  • 10+ years' experience in successful sales, business development, preferably in a technical environment. 
  • 5+ years' experience working on High Touch Enterprise/ Strategic Account programs. 
  • A proven track record in business analysis and translating customer needs into a high level statement of requirements for internal product/service package alignment. 
  • Bachelor's degree from accredited college or technical institution. 
  • Strong partner recruitment and sales capabilities. 
  • Industry certifications a plus (e.g. ITIL, PMP, COBIT, Six Sigma) 

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 Are Cisco

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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