Customer Experience Manager

About the role

Cisco is looking for a Customer Experience Manager in Sydney who drives adoption of its software and services and protects renewals by managing renewal risk across the customer journey. The role works with sales, renewals and service delivery teams, acts as a technology evangelist between customers and Cisco product teams, and is accountable for services revenue and margin.

Key responsibilities

• Create and run end-to-end adoption plans for 2-3 accounts, aligned with customer goals and renewal/expansion objectives
• Own financials for defined accounts, including services revenue and margin, and make strategic investment decisions
• Monitor service performance and customer outcomes, flag risks and recommend mitigation actions
• Lead Customer Value Workshops and CBRs to review adoption progress and drive expected outcomes
• Advocate for the customer within Cisco, coordinate with sales, delivery, partners and renewals, and act as a trusted advisor to senior IT and business stakeholders
• Use AI and automation tools to analyse customer environments, identify optimisation opportunities and streamline workflows
• Partner with CSS and BE to integrate Technical Adoption Plans into end-to-end customer plans and to implement automation and digitisation strategies

Required profile

• Bachelor's degree plus 12 years of related experience, or Master's plus 8 years, or PhD plus 5 years, or equivalent relevant experience
• Associate-level certification such as CCNA or equivalent expected