* This role will be open for applicants through Monday, September 23, 2024.

* Preferred candidates will be based in Seattle, WA; Austin, TX; Herndon, VA or San Jose, CA.

What You'll Do

As a Customer Experience Principal, you will play a pivotal role in driving the successful adoption Cisco technologies and services within our customer organizations, leading to value realization and business growth. You will be the primary CX point-of-contact for customers, taking end-to-end ownership. Your responsibilities will include:

* Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and leveraging insights to increase customer retention.

* Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives, and advocating for their needs within Cisco.

* Managing financial aspects, including revenue and margin across products and services, and making strategic investment decisions.

* Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of Cisco technologies.

* Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.

Who You'll Work With

You will orchestrate CX resources across Delivery, HTEC, TAC, CSS, CXC, Renewals, and Partners to drive adoption. You will also work closely with Sales, Renewals, SDA, and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and AST growth.

Who You Are

You are passionate about customer adoption and excel at helping clients understand the value of service delivery. You thrive in collaborative environments, working seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your strong ability to lead outcomes and optimize investment decisions ensures that customers fully realize the benefits of Cisco offerings.

With sophisticated knowledge of Cisco technology and offerings, you guide and support your clients, helping them navigate and use our solutions to meet their business objectives. Your experience with ARR growth, revenue, and margin accountability equips you to drive business success, making you an invaluable asset to both our customers and our organization.

Your passion for encouraging customer relationships and your strategic approach make you a key player in achieving both customer and organizational goals. You are dedicated to ensuring that every customer interaction is an opportunity to improve value and drive mutual success.

Basic Requirements:

* 15+ years of experience in Customer Success, ensuring customers achieve their goals with the company's products or services

* Knowledge of at least 2 of these technology architectures:

* Enterprise Networking

* Security

* Data Center

* Collaboration

Preferred Experience:

* Customer Success and Delivery Execution

* Experience driving successful customer adoption and delivery of projects

* Executive Engagement

* Experience developing and maintaining strong executive relationships

* Leadership through influence

* Experience leading cross-functional teams in a matrix organization

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

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.