1416365 Customer Success Executive - Central

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  • Location:
    Offsite, San Jose, California, US
  • Area of Interest
    Engineer - Software
  • Compensation Range
    167400 USD - 250300 USD
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking, Security, Software Development, Testing
  • Job Id
    1396768

Who You’ll Work With

Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. With the transformation to software subscription, CX is critical, we are writing a history, and you can contribute to and help shape this ambitious journey we are on.

 

 

What You’ll Do

As CSEs, we are accountable for successful adoption and value realization for the products, software, and services our customers have purchased. Best qualified candidates will demonstrate:

 

• Create and orchestrate a holistic customer adoption strategy from solution onboarding to value realization that includes Cisco, partner, and customer stakeholders.

• Demonstrated ability to drive post-sales orchestration of Cisco company-wide team and partner resources to provide a unified path to customers’ success.

• Deep understanding of the “Business of IT”: business goals, operational environment, budgeting, regulations, challenges, and operational maturity

• Experience managing sales and/or delivery motions within enterprise accounts (org structures, stakeholders, and operating models of large, complex accounts) or equivalency working in a matrixed organization.

• Align Cisco solutions to appropriate business outcomes and success measures.

• Provide customer insights based on solid understanding of the best methodologies for architecture, implementation, adoption, and migration.

• Partner with Sales to ensure alignment of pre-sales and post-sales strategies.

• Team Lead of all CX motions. 

• Outstanding written and verbal communications

• Ability to analyze and tell stories with data at appropriate stakeholder levels.

• May require travel.

 

Who You Are

You are an executive leader with excellent customer, partner and market orientation in software and subscription services. You are an industry thought leader who can evangelize Cisco solutions and services. You have experience in ensuring customers adopt and realize value from subscription software and services. In addition, as a CSE you are keen on identifying new opportunities to expand your value within a customer.

 

• Strategic thinker and relationship building executive with leadership presence.

• Experience leading Customer Experience transformation work or Customer Success programs.

• Experience building positive relationships and influencing others.

• Success leading and coordinating teams to ensure flawless engagements with clients, partners, and sales teams.

• Ability to shift from developing high level strategies to effective execution, influencing at every level, and driving decisions through appropriate collaboration.

• Can suggest/explain Cisco technologies and solutions, able to convey sophisticated ideas in a clear, concise manner.

• Comfortable working in a highly matrixed and sometimes ambiguous environment.

• Expert consultant who advises team members on strategies and standard methodologies.

• Motivates, encourages and continually develops team members while handling conflict effectively and building a culture of trust

 

Required Experience

• 10+ years of experience in leading customer-facing organizations. Proven successful consulting experience with key technical and sales acumen.

• 5+ years of experience with subscription and software offers.

• Ability to manage influence through persuasion, negotiation, and consensus building.

• Strong empathy for customers and a passion for revenue and growth.

• Demonstrated desire for continuous learning and improvement.

• Enthusiastic and creative leader with the ability to inspire others.

• Excellent executive level communication and presentation skills.

• Must have experience working with programs, software, and adoption.

If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.


Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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