Travel required – up to 30%
What You'll Do
As a Technical Customer Success Manager, you play a crucial role in helping our customers adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. Your responsibilities will include:
1. Driving software utilisation and value realization, leading to customer renewals and business growth.
2. Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
3. Building positive relationships with customers to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
4. Acting as a technology advocate, providing insights to Cisco’s product teams for development and improvements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
5. Offering mentorship to customers, ensuring they achieve their business and technical goals with Cisco technologies.
Who You'll Work With
You will work closely with a diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS), Renewals teams, and Partners. Your role involves partnering with Sales and Renewals teams to drive Annual Recurring Revenue (ARR) growth. This collaborative environment will enable you to use the expertise and support of various team members to achieve shared goals and deliver exceptional value to our customers.
Who You Are
You are proactive and strategic, with a passion for driving software utilization to accelerate business outcomes. You excel at crafting and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment. Your ability to connect Cisco's offerings to success measures and remove adoption barriers is unmatched. You focus on driving ARR growth and work collaboratively with Renewals and Sales teams. You are adept at identifying new opportunities and are dedicated to ensuring customer success and satisfaction.
You are fluent in the German language.
Minimum qualifications:
6. Knowledge of a single technology architecture or CCIE/Industry equivalent certification
7. Experience developing software adoption plans across technology portfolio
8. Experience building technical and business stakeholder level relationships
9. Experience leading cross-functionalvirtualteams in a matrix organization
10. Experience with recurring revenue concepts, margin and attrition