Customer Success Manager – Lifecycle
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Job Description
Customer Success Manager focused on delivering Cisco software adoption services for clients. Collaborating with stakeholders to enhance product consumption and mitigate adoption barriers.
Responsibilities:
- Owns the complete adoption lifecycle
- Collaborates with Client sponsor to identify key stakeholders, super users, and change champions
- Develops and maintains cross-functional relationships with Cisco and other internal crucial stakeholders
- Conducts a series of adoption workshops to understand and document Client’s desired business outcomes, use cases, personas, and priorities
- Executes and delivers insights on customer success metrics so you are constantly demonstrating value
- Works with lines of business and key stakeholders to understand adoption barriers and impacted business processes while creating a mitigation and communication plan to achieve successful outcomes
- Works cross-functionally with supporting teams such as Managed Services, PMO, and Service Delivery to drive continuous improvement and an excellent customer experience
- Delivers Quarterly Success Reviews
- Understand customer's objectives and how they translate to outcomes
- Coordinates a Client communication plan and works with Change Champion(s) on delivery
- Maintains ownership of all components of the Adoption Success Plan
- Strives to continually drive faster “time to value” and improve overall experience for our customers
- Participates actively in all team meetings, trainings, and workshops
- Works with National Account Managers on cross-sell and up-sell opportunities
- Provides Customer reports (monthly/quarterly) per the standard set forth by contract requirement
Requirements:
- 5+ years in a consultative customer-facing role
- Strategic thinker, account management, and strong commitment to customer success
- Proven team player and willingness to work closely with cross-functional partners
- Comfortable working in a fast-paced, dynamic environment to meet evolving business requirements – a self-starter
- Highly knowledgeable of technology industry trends and strategies
- Ability to communicate (orally and written) clearly and effectively
- Superior coordination and conflict resolution skills
- Strong analytical, interpersonal and relationship building skills
- Strong sense of urgency and commitment to get the job done
- Strong work ethic and personal drive to excel
- Exceptional organizational skills and attention to detail
- Ability to use (and learn new) complex systems, technologies, and applications
- 4-year higher education degree (desired)
Benefits:
- 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
- Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
- RX Home Delivery
- HSA with Employer Contribution
- In-vitro Fertility (treatment coverage)
- Dental
- Vision (2 plans: 12-month and 24-month frames allowance)
- FSA Plans (Healthcare, Dependent Care and Limited Purpose)
- Pre-tax Commuter Plans
- Employer-paid Life Insurance
- Employer-paid Short + Term Disability
- Long Term Disability (2 plans: Employer-paid or optional Self-paid)
- Paid Parental Leave (4 weeks at 100%)
- Employee Assistance Plan
- Voluntary Life Insurance for team member, spouse and child
- Voluntary Accidental Death for team member and spouse
- Legal/ID Theft Plans
- TeleHealth
- Wellness via Omada Health (healthy living solution)
- Travel Assistance
- Business Travel Accident Coverage
- Medical for foreign travel coverage
- Employer-paid Pet Telehealth
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Volunteer Time Off
- 10 Holidays
- Summer Sizzle
- On Demand Pay (Daily Pay)
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