Customer Experience Manager

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received. Must live within commuting distance and be able to work hybrid within the Greater New York Metropolitan locations and surrounding areas. Meet the Team Our team is an integral part of the Customer Experience (CX) organization, dedicated to delivering exceptional value and driving the adoption of Cisco software and services. We work in alignment with sales, delivery, partners, and renewals teams to proactively manage and mitigate renewal risk throughout the customer journey. We are the customer’s trusted advisor and technology evangelist, helping them understand their environments, optimize workflows, and achieve their business objectives through Cisco's innovative solutions. Your Impact As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You're the primary CX point-of-contact for customers taking end-to-end ownership. You will understand their Business and Technical objectives and develop strategies that will enable them. You will be responsible for ensuring we deliver customer aligned outcomes. You will engage with both executives and technical partners within the customer. Drive adoption of software, services and value realization leading to successful renewal and growth. Proactively manage and mitigate renewal risk throughout customer journey and in alignment with Renewals team, leverage risk insights and adoption action plans to increase customer retention rates. • Develop and maintain strong executive and technical influence with customers and understanding their business challenges and objectives. • Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience. • Accountable for financials including services revenue and margin and making needed strategic financial decisions. • Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to maximize their technology investments and promote the full use of our technologies. • Build End-to-End (E2E) Customer plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and execution. • Lead Customer Value Workshops and QBRs to review adoption progress and drive customers outcomes and benefits expected from Cisco products resulting in successful onboarding, adoption and renewals. • Be a Technology Evangelist between customers and Cisco’s product teams, providing feedback to advise product development and enhancements. • Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers. Who You'll Work With In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth. Who You Are You are a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers. You're adept at managing financials, and making strategic investment decisions. With a proven track record of driving software and service adoption, mitigating renewal risks, and improve customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate. Minimum Qualifications • 12+ years of related experience • Knowledge of at least two technology architectures • Experience driving successful customer adoption and delivery of professional services projects. • Experience developing and maintaining strong executive relationships • Experience leading cross-functional teams in a matrix organization • Experience with budgeting and recurring revenue concepts, manage margin and reduce attrition. Preferred Qualifications • Deep domain expertise within State, Local Government, and Higher Education (SLED) environments, public procurement cycles, and regulatory compliance standards. • Advanced knowledge of Cisco's software portfolio, telemetry, and platform capabilities. Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you. Message to applicants applying to work in the U.S. and/or Canada: The starting salary range posted for this position is $192,300.00 to $243,800.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For lo