March 29, 2024
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Customer Success Manager

Organization:
Cisco Systems Canada Inc.
Region:
Canada, Ontario, Toronto
End of contest:
February 3, 2018
  This job posting has expired
Type:
Full time
Category:
Manager
Description
Who You'll Work With

The Customer Success Manager (CuSM) Charter is to lead the long-term ADOPTION and EXPANSION strategies of Cisco offerings through the Integrated Account Plan (IAP), regular Executive Business Reviews with the customer along with the Services Business Interlock (SBI) framework and an Adoption Engagement Plan.

What You'll Do

The Customer Success Manager (CuSM) is an integral member of the Account Sales management teams focused on the ADOPT and EXPAND selling motions. This role is introduced by Cisco into its most relevant customers to drive and accelerate mutual success through an effective ADOPTION and EXPANSION of Cisco offerings around solutions, services subscriptions and software either direct or with a partner. The CuSM is assigned to transformational and investment or high touch accounts where Cisco has previously positioned a relevant set of its products and services through the LAND sales motion.

The CuSM helps Cisco customers to accelerate their planned ROI for Cisco investment, facilitates forward Solutions Planning and improves mutual operational readiness and performance and it promotes the quality of the relationship. This role is executed in close alignment with Cisco Sales and Cisco Service Delivery.

As an additional result derived from the appropriate execution of this role, a timely and extended RENEW sales motion is facilitated to the respective Cisco Sales teams.

Among its main responsibilities are:

  • Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.
  • Leverage the acquired knowledge of the customer to ensure Cisco enables the customer to achieve their Business Outcomes through its set of current (ADOPT) and new (EXPAND) Cisco solutions
  • Focus on ensuring Cisco customers successfully maximize the value they receive from our solutions and attain their business outcomes through Cisco Software, Cloud, XaaS, AS, TS, Manage & Operate, solutions, as well as any other components that are suitable for a subscription model.
  • Drive ADOPTION, and positioning of solutions throughout all stages of the Lifecycle inclusive of all Cisco offers, leading to appropriate renewal rates and referrals along with the development of new opportunities.
  • Facilitate the consumption of Cisco Solutions
  • Measure and the report the impact of the offerings currently in place, so that the customer and Cisco have a common understanding of the value they are receiving toward achieving their expected outcomes.
  • Lead to the EXPANSION of current solutions as new opportunities are identified through an intimate business relationship with the key roles of the customer.
  • Proactively qualify, communicate and transition the identified opportunities into Cisco Sales
  • Drive the successful introduction of the new solutions based on the customer expected outcomes.
  • Establish a common understanding with the customer for the ROI they are receiving from Cisco Solutions as the ADOPTION and EXPANSION strategy is executed.
  • Advocate on behalf of the Customer ensuring a superior Cisco experience.
  • Follow the execution of the ADOPT and EXPAND motions of Cisco Solutions as described in the documented Playbooks.

The CuSM will be charged to document and share customer best practices with the global CuSM team and implement best practices from the global community within their assigned accounts. Each CuSM will be expected to build cross functional relationships within Cisco to more effectively support the customer. The CuSM supports cross functional initiatives, and participates in theatre/global initiatives to drive the development of the CuSM community.

Click here to view the complete job posting.

Contact

Cisco Systems Canada Inc.

181 Bay St. Suite 3400 Bay Wellington Tower

Toronto

Ontario Canada

www.cisco.com


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