Manager, Customer Success Specialist (CSS)

Last updated 34 minutes ago
Location:Remote - AU/NZ only
Job Type:Full Time

What You’ll Do

This role will be part of a growing Customer Success capability in ANZ. Specifically this role will lead a team of ANZ Customer Success Specialists across a subset of our specialisations areas in the Networking, Security, Data Center, Collaboration, SP, IoT, and Cross Business Entity domains.

You will report to the Leader, ANZ Customer Success Specialist team and partner closely with Customer Success Peers in ANZ; Customer Success Executives and Success Program Managers to drive customer adoption and renewal goals aligned with customer solutions and IT use cases in a repeatable and scalable way.

You will also build interlock with cross functional Cisco teams including CX Delivery Counterparts, Cisco Sales as well as Architecture teams to deliver an exceptional end to end Customer Experience.

You will proactively partner with regional Asia Pacific and global peers to share ANZ feedback, and identify and implement scalable best practice across the CS function.

Specifically, in this role you will:

  • Lead a team of Customer Success Specialists across a subset of our specialization areas in the Networking, Security, Data Center, Collaboration, Service Provider, IoT and Cross-BE domains.
  • Build partnerships with CX and Sales teams to improve the overall customer experience
  • Help evangelize the end-to-end CX offer strategy and roadmap
  • Enable the ANZ CSS team to build and deliver successful Accelerators and ATX (Ask the Expert) sessions that help ANZ Customers to address their adoption barriers.
  • Foster a conscious culture focused on collaboration, innovation & results
  • Inspire, grow and develop a collaborative team of senior highly skilled Technical experts to deliver customer business outcomes and achieve Customer Success goals
  • Employee surveys, business impact, customer success stories, team check-ins, utilisation metrics as well as hiring and retention metrics will be used to measure progress.
  • You will need to build strong technical capabilities in the organisation.
  • Resource alignment, capacity planning and governance
  • A willingness to travel 20% (pending role requirements)

Who You Are:

  • Customer Obsessed: Proactively understands customer needs
  • An Inspiring Leader experienced in leading and developing a dynamic team of senior technical experts
  • Change ManagementAble to form and lead teams and influence cross functional stakeholders. Proven track record in establishing new organizations, procedures, and offerings.
  • Business Acumen- clear understanding of the ANZ customer landscape
  • Results Oriented: proven experience to deliver customer and business results.

Required Experience

  • 15+ years in which 8+ years of proven experience leading a team.
  • Prior experience leading technical teams with a track record for attracting strong talent, fostering inter-team collaboration, and encouraging continuous learning and growth

Highly Desirable

  • Understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and simply articulate how technology can be used to solve business challenges.
  • Cisco technical certification: CCNA / CCNP / CCDP/ CCIE or equivalent
  • BS Engineering, Computer Science. Masters / MBA preferred

Why Cisco

At Cisco, each person brings their different talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything – people, process, data and things – and we use those connections to change our world for the better.

We innovate everywhere - from launching a new era of networking that adapts, learns and protects, to building cisco services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from smart cities to your everyday devices.

We benefit everyone - we do all of this while tackling for a culture that empowers every person to be the difference; at work and in our communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.