Director, Customer Experience

About the Role

Join Cisco's Customer Experience (CX) organization during a period of dynamic transformation focused on enhancing personalized, proactive, and predictive customer interactions. As a vital contributor to this evolution, you will ensure customers derive maximum value from the comprehensive Cisco product, software, and service portfolio. Your leadership will build deep trust and foster enduring customer relationships.

This position offers a collaborative and innovative atmosphere that prioritizes simplicity and customer-centric engagement, encouraging integrated, outcome-focused interactions that align closely with customer goals.

Diversity and inclusion are core values, promoting innovation through varied perspectives. You will partner with cross-functional teams focused on technology delivery and software adoption, leveraging data-driven insights to craft seamless customer experiences.

Key Responsibilities

• Lead a team comprising Customer Experience Principals/Managers, Customer Success Managers, and Customer Program Managers.
• Oversee end-to-end revenue and profit & loss accountability for your customer segment.
• Act as executive liaison with aligned customers, guiding your team to design and implement strategies that enable customer success.
• Ensure successful adoption of software, services, and value realization to promote renewals and growth.
• Manage renewal risk mitigation throughout the customer journey, collaborating with Renewals teams.
• Maintain strong executive and technical influence by understanding customer business challenges and objectives.
• Serve as the customer's advocate within Cisco across various functions including Business Units, Finance, and Sales.
• Be accountable for services revenue, margin, and software adoption key performance indicators within your portfolio.
• Support the creation and execution of Technical Adoption Plans aligned with customer goals, in partnership with CSS.
• Coordinate Delivery, Partner, Architecture, and Customer Success functions to bolster portfolio adoption and usage.
• Stay abreast of Cisco technologies, competitor activities, and industry trends to offer expert mentorship.
• Model leadership and accountability, aligning team efforts with financial and customer satisfaction targets.
• Promote data-driven decision making to achieve long-term positive impacts.
• Foster a collaborative and trusting team environment, motivating and influencing stakeholders effectively.

Collaboration and Stakeholders

You will lead and develop a team of CX professionals, managing executive stakeholder relationships with customer technical and operational leaders. Collaboration with Sales, Renewals, SDA, and Deal Acceleration teams will be essential to drive annual recurring revenue and service expansion.

Minimum Qualifications

• Bachelor's degree in Engineering, Computer Science, Business, or related field preferred; advanced degrees and certifications advantageous.
• Over 15 years of experience with a strong grasp of Cisco technologies and architectures spanning Networking, Security, Collaboration, Cloud, Automation, Observability, and subscription-based business models.
• Comprehensive understanding of enterprise trends, digital transformation, cloud networking, AI-driven operations, and managed services within ASEAN markets.
• Excellent communication and relationship-building abilities to foster partnerships with customers, teams, and cross-functional leaders.
• Proven capability in delivering financial KPIs and making strategic investments, with expertise in software and service adoption and renewal risk mitigation.
• Deep knowledge of Cisco technologies and industry landscape, capable of representing Cisco at executive customer levels.

Why Join Cisco?

Cisco leads innovation in data infrastructure and security, powering the integration between humans and technology globally. With 40 years of fearless innovation, Cisco delivers comprehensive security, visibility, and insights across digital environments.

The company's diverse global team fosters collaboration and empathy, enabling significant impactful achievements worldwide. Being part of Cisco means endless growth opportunities through innovation and teamwork.