Customer Success Manager

POSITION OVERVIEW

We are looking for a Customer Success Manager to join our Global Customer Support Contract Team.    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. This is a crucial role helping our customers successfully adopt and use Cisco technologies, driving value realization and growth.

You will also help bridge teams within EOS that play an integral part in helping our customers achieve their desired outcomes and allowing them focus on their day-to-day business.

RESPONSIBILITIES

• Drive adoption of software, services and value realization leading to successful renewal and growth. Proactively handle and mitigate renewal risk throughout customer journey and in alignment with Renewals team, leverage risk insights and adoption action plans to increase customer retention rates.
• Building strong relationships with customers to understand their challenges and objectives and collaborating with global EOS teams to identify use cases that drive value and business outcomes.
• Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
• Build and implement tailored Adoption Plans in partnership with CSS that align with customer goals to improve their technology investments and promote the full use of our technologies. Focusing on their business goals and how to achieve them using the company's solutions
• Build E2E Customer plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and execution
• Offering expert guidance to customers helping them achieve their business and technical goals with new IT investments
• Achieve Cisco's quarterly metrics for Land, Adopt, Expand, Renewals and adoption lifecycle process
• Lead Customer Value Workshops and QBRs to review adoption progress and drive customers outcomes and benefits expected from Cisco products resulting in successful onboarding, adoption and renewals.
• Ability to review and discuss in detail, customer’s OEM SW & HW Contract renewals and offer consultation around best practices and options
• Capable of developing True Forward customer reports and presenting to customers
• Providing feedback to Cisco’s product teams for development and enhancements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
• Provide customer training sessions, workshops, or resources to help utilize Cisco and other vendor technologies effectively and to stay updated on new features or products
• Work closely with Cisco’s diverse range of Customer Experience (CX) resources, including Customer Success Specialists (CSS) and Renewals teams and EOS Engineering teams
• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers.
• Acting as the voice of the customer within our organisation, sharing feedback and insights with product management and other teams to help improve services and overall customer experience.
• Addressing any issues or concerns that customers encounter and ensuring they receive timely solutions, acting as a liaison between the customer and our internal teams when needed

ESSENTIAL CRITERIA

• 2-3 years’ work experience working as a Cisco CSM
• Exceptional ability to communicate and foster positive business relationships both internal &external
• Proactive and strategic, with a passion for driving software utilization to accelerate business outcomes.
• Creating and implementing Technical Adoption Plans that lead software outcomes and optimize Return on Investment
• Skill to understand the needs of customers, guide them through the onboarding process successfully, show them how to get the most out of the product, and explain complex technical concepts to them in layman’s terms
• Ability to connect Cisco's offerings to success measures and remove adoption barriers
• Working with closely with our Renewals and Sales teams.
• Excellent Presentation Skills
• Exceptional ability to communicate and foster positive business relationships both internal & external
• Excellent time management to efficiently meet deadlines and achieve results.
• Effective at prioritizing tasks, planning, and staying organized.
• Effective problem solver, mobilizing knowledge and resources.
• Make decisions quickly and confidently, weigh pros and cons, consider risks to make the best choice for the customer and the company.
• Proficient in MS (Excel, Word, PowerPoint)
  

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.