Who You 'll Work With
The Customer Success Executive (CSE) role is a highly visible, strategic
leadership role within Cisco's Customer Experience (CX) organization. We build
deep relationships with customer senior leadership, partners, and the extended
Cisco account team to aid the customers in achieving their goals. With Cisco's
transformation to software subscription, Customer Experience is critical, we
are re-writing history, and you can contribute to the ambitious journey we are
on.
What You 'll Do
As a CSE, you are accountable for successfully accelerating adoption and value
realization for the products and services our customers have purchased.
You will:
* Build and nurture strong Customer relationships at all levels
* Understand Customer business goals (desired outcomes), environment, challenges and operational maturity
* Orchestrate the Customer Experience (including Cisco Services, Partner resources, and Customer teams) to provide an aligned and coherent path to Customer Success from onboarding through business value realization to advocacy
* Accountable for Customer sentiment, including resolution of customer escalations via oversight and driving clarity on mitigation planning while owning communications to customers and internal teams
* Working closely with Customer and Cisco teams, develop and execute a holistic Success Plan aligned to Customer priorities and Cisco investments
* Lead Quarterly Success Reviews to understand, define, measure, and articulate the return on Cisco investments and achievement of outcomes
* Partner with Sales on defining the overall account strategy, relationship management, and growth plans aligned to the customer's desired outcomes.
* Proactively manage renewal risk to drive renewal metrics through documented adoption plans at a premium to company averages
* Provide customer insights and recommendations based on best practices, business trends, and recognized performance challenges
* Contribute to collaborative and community forums enabling and empowering the CSE community
Who You Are
You are an executive leader with excellent customer, partner and market
understanding of software and subscription services. You are a thought leader
who can evangelize Cisco solutions and services. You have experience in
ensuring customers adopt and realize value from subscription software,
services and solutions. In addition, as a CSE you are adept at identifying new
opportunities to expand your value to a customer.
* Experience driving customer SaaS lifecycle adoption, renewal, and recurring revenue growth
* Proficiency in identifying, building, and nurturing relationships at every level and communicating effectively with those stakeholders
* Experience working consultatively to identify a customer's overall strategy and develop and share measurable business value and outcomes
* The agility to shift from developing high level strategies to executing, influencing, and driving initiatives collaboratively
* Successful leading and coordinating matrixed teams ensuring flawless engagements with Customers, partners, and sales teams
* Articulate Cisco technologies and solutions, to convey sophisticated ideas in a clear, concise manner
* Joins a broad understanding of Enterprise IT and technology with strong business acumen
* Comfortable working in a highly matrixed and sometimes ambiguous environment
* Executive level communications and critical thinking skills
* Motivates, encourages, and continually develops team members to bring out the best from those around you
* Able to manage conflict effectively, while collaboratively driving to outcomes
* Bachelors + ‎12 years or related experience
Why Cisco

WeAreCisco, where each person is unique, but we bring our talents to work as

a team and make a difference powering an inclusive future for all. We embrace
digital, and help our customers implement change in their digital businesses.
Some may think we 're "old" (‎36 years strong) and only about hardware, but
we're also a software company. And a security company. We even invented an
intuitive network that adapts, predicts, learns and protects. No other company
can do what we do - you can't put us in a box! But "Digital Transformation" is
an empty buzz phrase without a culture that allows for innovation, creativity,
and yes, even failure (if you learn from it.) Day to day, we focus on the give
and take. We give our best, give our egos a break, and give of ourselves
(because giving back is built into our DNA.) We take accountability, bold
steps, and take difference to heart. Because without diversity of thought and
a dedication to equality for all, there is no moving forward. So, you have
colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's
cool. Pop culture geek? Many of us are. Passion for technology and world
changing? Be you, with us!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the
projected hiring range for new hire, full-time salaries in U.S. and/or Canada
locations, not including equity or benefits. For non-sales roles the hiring
ranges reflect base salary only; employees are also eligible to receive annual
bonuses. Hiring ranges for sales positions include base and incentive
compensation target. Individual pay is determined by the candidate's hiring
location and additional factors, including but not limited to skillset,
experience, and relevant education, certifications, or training. Applicants
may not be eligible for the full salary range based on their U.S. or Canada
hiring location. The recruiter can share more details about compensation for
the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision
insurance, a ‎401(k) plan with a Cisco matching contribution, short and long-
term disability coverage, basic life insurance and numerous wellbeing
offerings. Employees receive up to twelve paid holidays per calendar year,
which includes one floating holiday, plus a day off for their birthday.
Employees accrue up to ‎20 days of Paid Time Off (PTO) each year and have
access to paid time away to deal with critical or emergency issues without
tapping into their PTO. We offer additional paid time to volunteer and give
back to the community. Employees are also able to purchase company stock
through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their
base salary, which is split between quota and non-quota components. For quota-
based incentive pay, Cisco pays at the standard rate of ‎1% of incentive target
for each ‎1% revenue attainment against the quota up to ‎100%. Once performance
exceeds ‎100% quota attainment, incentive rates may increase up to five times
the standard rate with no cap on incentive compensation. For non-quota-based
sales performance elements such as strategic sales objectives, Cisco may pay
up to ‎125% of target. Cisco sales plans do not have a minimum threshold of
performance for sales incentive compensation to be paid.