Director, Customer Experience, Service Provider Customer Success APJ

What You’ll Do

Cisco’s Customer Experience (CX) organization is reformulating how Cisco thinks about accelerating customers through the adoption lifecycle across Cisco’s entire portfolio of products and services. This is a time of unprecedented change both within CX and at Cisco – and we’re looking for top talent who seek out challenges, succeed in ambiguity. The Director, Customer Experience (APJ SP) manages a team of teams responsible for delivering value to our customers and accelerating them to their desired business across the Cisco portfolio. Given the wide breadth of Cisco’s offering, our priority is to enable a single, orchestrated experience to our customers. This highly visible, strategic role will be responsible for the day-to-day management of key Customer Success teams as well as lead the transformation of bringing these teams together to engage customers and help them realize business value faster.

Responsibilities include:

• Lead Customer Success teams supporting products across the Cisco portfolio – ensuring customer value realization.
• Driving day-to-day business activities, Engaging customer for improving Cisco Experience, and measuring ongoing performance and impact of the teams
• Drive the right set of activities and customers engagement to improve critical metrics around customer sentiment, adoption, retention, and growth – focus of this opportunity will be to meet and exceed adoption targets
• Identify the talent needed to address the needs of the customer and drive the appropriate talent and enablement strategy to ensure the right talent is hired, their skills are cultivated and there is a clear career path
• Provide a feedback loop back into Sales and Partner teams regarding the customer adoption progress, key customer adoption barriers, and needed features and/or plays to help customers – enable Customer Success as a point of influence into product roadmap
• Collaborate with US, EMEAR & APJC Customer Success teams sitting across the Geos to ensure alignment, drive a unified voice of feedback
• Engage with sales, Service Delivery and Renewals organizations to ensure awareness of adoption activities, consistent alignment of priorities
• Bring a balanced approach between identifying and promoting change and bringing teams along as we transform how we deliver customer success

Who You’ll Work With

Our teams are all about adapting quickly to respond to market changes and bringing innovation and new ways of thinking to evolve our operating model. Working across various cross-functional teams across CX and the broader Cisco organization is critical for this role’s success. Key groups include:

• CX Field teams – Understand how the Customer Success roles engage our customers and partner with the leadership in the regions to work out a common model of collaboration across customers and APJ.
• Business Unit (Product) Organizations – Be accountable for adoption performance to these groups and serve as a key point of customer feedback to advise future product strategy
• Sales, Renewals, and Partner Organizations – Connect into wider Cisco organization and customer-facing roles
• CX Product Management – Understand evolving CX offers and scope of customer success roles within them to ensure effective delivery.

Who You Are

• Customer Obsessed : Proactively understands customer needs and work across cross-functional teams to develop a comprehensive strategy that enhances customer value.
• Business Insight & Detail Oriented: Clear understanding of high-level business landscape including key strategic priorities and driven marketplace, with an equal ability to dig into the details and connect them back to the overall strategy and objectives.
• Bias for Action & Unafraid to Challenge Norms : Constantly thinks about what more can be done, with a bias for adapting quickly and stepping up to own efforts without explicit direction.
• Impact Driven & Results Oriented : Independently seeks out information, solves conceptual problems, corrals resources, and leads collective efforts to drive progress.
• Cross-Team Collaborator & Doer: Understands that collaboration is imperative to everything we do, continually working across internal and external teams to understand nuances to problems and an interest in bringing people together to drive a single, coordinated effort to solutioning.
• Effective Communicator & Leader : Ability to define a vision and build and rally a team around a shared vision. Clearly articulate challenges and present integrated, thoughtful solutions at the vital depth across both cross-functional teams and senior leadership
• Integrity & Team-First Demeanor : Always operates with the mentality of what is best for the business and the team and consistently acts in alignment to that focus.

Required Experience

• Validated experience with subscription and software offers.
• Prior experience running customer-facing teams and APJ Service Provider segment with a track record for attracting strong talent, fostering inter-team collaboration, and encouraging continuous learning and growth
• Ability to lead, manage, and influence through persuasion, negotiation, and consensus building
• Established track record of connecting strategy to execution, with an ability to define and lead others toward a shared vision while also driving the required changes to implement
• Track record for thriving amidst ambiguity and creating structure and clarity
• Passion and skills for data, analytics, and process: ability and desire to dive into data to understand metrics and continuously refine & improve our customer success strategy and performance
• Strong business and technical savvy, combined with analytical and organizational skills; good understanding of value drivers in recurring revenue business models
• Ability to motivate change management and guide colleagues with confidence and emotional intelligence through a fast-paced changing environment
• Bachelor’s degree required.

If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you. Why Cisco? #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you! Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise. We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that). We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions. 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! #WeAreCisco