Customer Experience Manager

This role drives the adoption of software, services, and value realization, leading to successful renewals and growth by proactively managing and mitigating renewal risk throughout the customer journey in alignment with sales and renewals teams, leveraging risk insights and adoption action plans to increase customer retention rates. It develops and maintains strong executive and technical influence with customer stakeholders to understand their business challenges and objectives, and advocates for the customer within Cisco to ensure their needs are met and that they receive a high-quality customer experience. Serving as a technology evangelist between customers and Cisco's product teams, the role provides feedback to inform product development and enhancements, stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to offer expert guidance, and applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows for enhanced scalability, efficiency, and business outcomes. The position is accountable for financials, including services revenue and margin, partnering with service delivery leadership to make strategic investment decisions and partnering with CSS to integrate Technical Adoption Plans into end-to-end customer plans, aligning delivery, partner, architecture, and adoption strategies to support customer goals. Additionally, the role collaborates with sales, delivery, customer success, partners, renewals, and business entities to identify use cases and design and deliver solutions that drive value and business outcomes for customers, while leading Customer Value Workshops and CBRs to review adoption progress and drive customer outcomes and benefits expected from Cisco products and services, resulting in successful onboarding, adoption, and renewals.

What You'll Do:

• Leads creation and execution of E2E plans across 2-3 accounts, strategically aligning the adoption of Cisco software and services with customer goals and driving measurable outcomes
• Applies good understanding of Cisco's product and service portfolio to drive delivery innovation, growth, and strategic alignment
• Accountable for financials for defined accounts including services revenue, margin and making needed strategic investment decisions
• Oversees service performance and customer outcomes, identifying risks and recommending mitigation actions with an impact across accounts or regions
• Demonstrates strong technical expertise in Cisco’s network, software, and technology products; integrates this knowledge to enable technical adoption across multiple accounts
• Serves as an ambassador and supports improvements to processes and tools for logging technical friction and adoption blockers; helps monitor resolution and communication of feedback
• Integrates Cisco technologies across accounts and applies AI-driven insights.
• Leads collaboration with CSS, partner, BE, and delivery teams to identify and implement technology and AI-driven improvements, fostering innovation and continuous improvement across accounts
• Creates comprehensive E2E plans/strategies, in partnership with CSS, delivery, and other relevant teams, that connect adoption execution with renewal and expansion objectives across multiple accounts
• Integrates multiple adoption plans into a unified portfolio view, ensuring tactical usage activities ladder up to measurable customer value and retention targets
• Applies insights from tools, and AI-driven dashboards to anticipate renewal risks and recommend interventions (e.g., training campaigns, executive alignment sessions).
• Coordinates CX, delivery, and partner resources to execute against lifecycle milestones
• Trusted advisor to senior IT and business stakeholders, leading resources across Cisco and addressing challenges with proactive solutions to improve satisfaction
• Leads customer engagement efforts to uncover business priorities, shape success strategies, and showcase ROI/progress toward business goals
• Aligns E2E plans with both customer goals and Cisco’s strategic priorities, proactively advocating for Cisco’s key initiatives even where they diverge from customer focus
• Aligns with sales on growth opportunities and account strategies and acts as the customer’s voice within Cisco for high-priority issues
• Leads customer engagements, collaborates and communicates across internal teams and partners to ensure alignment and delivery of a unified customer experience
• Coordinates across teams during periods of high visibility outages or escalations to seek solutions
• Collaborates with customers and internal teams to deliver proactive and predictive experiences, while influencing execution through shared insights
• Applies advanced portfolio and financial expertise to make data-driven decisions that maximize customer value and Cisco growth
• Utilizes metrics and business intelligence to develop and execute targeted adoption strategies that align with customer business objectives, reducing churn and maximizing renewal potential
• Partners with CSS and BE to implement automation and digitization strategies that support durable growth and efficiency

Minimum Qualifications

Bachelors + 12 years of related experience, or

Masters + 8 years of related experience, or

PhD + 5 years of related experience, or

equivalent relevant work experience

Associate level (e.g., CCNA) or equivalent relevant certification expected. Industry trend certifications

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.