Success Programs Manager.Customer Experience

CiscoNorth Sydney

Location:North Sydney
Job Type:Full Time
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What You’ll Do

The new Success Programs Manager (SPM) role connects the Sales motion with our CX success teams and drives adoption program delivery in Cisco’s scale accounts.

The SPM will lean on a deep understanding of the market/industry to understand customer priorities, develop business value-oriented success motions, and recommend adoption programs and engagements tailored to each customer’s needs. The role will work across partner, digital, and event channels to engage with customers and provide the content and resources needed to accelerate customer business value. Creativity and an ability to partner cross-functionally will be key as you build digital campaigns and packages. The SPM will be required to manage multiple projects and customers simultaneously and thrive in ambiguity.

This role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest growing teams.

Who You’ll Work With

The SPM will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:

  • Drive 1-to-many programmatic

efforts for theater adoption, utilization and growth, working

collaboratively with Cisco internal teams (specialists, support, etc.), account

teams and partners.

  • Segment and prioritize

customers based on risk and opportunities for growth—with Sales—to provide

input on digital campaigns.

  • Collaborate with the digital,

business unit, and product management teams to create campaigns aligning

digital programs to their theaters based on the segmentation of customers.

  • Leverage success play motions

developed by enablement to align closely with partners and drive

coordinated, targeted adoption strategy for customers

  • Execute best practices

engagements with targeted partners utilizing cross functional and SME

resources where possible

  • Engage 1:1 with priority

accounts below the high touch threshold (focus is 20% customer facing/ 80%

programmatic).

  • Work with Sales and PMs to

deliver package recommendations (adoption strategy, change management

plans, success review) for customers below the high touch threshold.

  • Coordinate 1-to-many events

such as webinars, videos, partner summits, Cisco Live and GSX Partner hub,

working with Sales, Marketing, business units, CX Product Management, and

eLearning.

  • Own the programmatic

advancement of the CX motion, working with the CX Centers to achieve a

successful renewal, including risk assessments and get-well plans, for

accounts below the high touch threshold.

Who You Are

  • Demonstrated customer-focused vision, strategy and consultative guidance that exceeds customer expectations, delivers on customer outcomes and drives value for Cisco.
  • : Ability to form and lead cross-functional teams. Exceptional team-building and time management skills. Proven track record in establishing new organizations, procedures, and offerings.
  • **Strategic

Influencer**: Ability to

engage and influence external and internal stakeholders at all levels

(customers, partners, internal teams) to align customer needs with Cisco

value proposition

  • **Results

& Detail Oriented**:

Interest in and proven execution ability for strategic programs and

events.

  • **First

Responder**: Skilled at

issue management and managing customer expectations.

  • Communicator: Excellent executive level

communication and presentation skills.

  • **Digitally

Savvy**: Knowledge of the approaches,

tools, and techniques for developing creative digital campaigns to support

programs based on customer segmentation

  • **Meticulous

Program Manager**:

Ability to plan, organize, monitor, and control projects, ensuring

efficient utilization of technical and administrative resources, to

achieve objectives

Required Experience

  • 10+ years of relevant industry experience; in technology, sales or services role
  • Bachelor’s degree in engineering, computer science, or business, master’s degree preferred
  • Industry certifications desired (e.g. ITIL, PMP, COBIT, Six Sigma) preferred
  • Proficient in Salesforce and Microsoft Office

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

At Cisco, each person brings their unique 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 striving for a culture that empowers every person to be the

difference, at work and in our communities.

**What You’ll Do**

The new Success Programs Manager (SPM) role connects the Sales motion with our CX success teams and drives adoption program delivery in Cisco’s scale accounts.

The SPM will lean on a deep understanding of the market/industry to understand customer priorities, develop business value-oriented success motions, and recommend adoption programs and engagements tailored to each customer’s needs. The role will work across partner, digital, and event channels to engage with customers and provide the content and resources needed to accelerate customer business value. Creativity and an ability to partner cross-functionally will be key as you build digital campaigns and packages. The SPM will be required to manage multiple projects and customers simultaneously and thrive in ambiguity.

This role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest growing teams.

**Who You’ll Work With**

The SPM will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:

- Drive 1-to-many programmatic

efforts for theater adoption, utilization and growth, working

collaboratively with Cisco internal teams (specialists, support, etc.), account

teams and partners.

- Segment and prioritize

customers based on risk and opportunities for growth—with Sales—to provide

input on digital campaigns.

- Collaborate with the digital,

business unit, and product management teams to create campaigns aligning

digital programs to their theaters based on the segmentation of customers.

- Leverage success play motions

developed by enablement to align closely with partners and drive

coordinated, targeted adoption strategy for customers

- Execute best practices

engagements with targeted partners utilizing cross functional and SME

resources where possible

- Engage 1:1 with priority

accounts below the high touch threshold (focus is 20% customer facing/ 80%

programmatic).

- Work with Sales and PMs to

deliver package recommendations (adoption strategy, change management

plans, success review) for customers below the high touch threshold.

- Coordinate 1-to-many events

such as webinars, videos, partner summits, Cisco Live and GSX Partner hub,

working with Sales, Marketing, business units, CX Product Management, and

eLearning.

- Own the programmatic

advancement of the CX motion, working with the CX Centers to achieve a

successful renewal, including risk assessments and get-well plans, for

accounts below the high touch threshold.

**Who You Are**

- Demonstrated customer-focused vision, strategy and consultative guidance that exceeds customer expectations, delivers on customer outcomes and drives value for Cisco.
- : Ability to form and lead cross-functional teams. Exceptional team-building and time management skills. Proven track record in establishing new organizations, procedures, and offerings.
- \*\*Strategic

Influencer\*\*: Ability to

engage and influence external and internal stakeholders at all levels

(customers, partners, internal teams) to align customer needs with Cisco

value proposition

- \*\*Results

& Detail Oriented\*\*:

Interest in and proven execution ability for strategic programs and

events.

- \*\*First

Responder\*\*: Skilled at

issue management and managing customer expectations.

- **Communicator**: Excellent executive level

communication and presentation skills.

- \*\*Digitally

Savvy\*\*: Knowledge of the approaches,

tools, and techniques for developing creative digital campaigns to support

programs based on customer segmentation

- \*\*Meticulous

Program Manager\*\*:

Ability to plan, organize, monitor, and control projects, ensuring

efficient utilization of technical and administrative resources, to

achieve objectives

**Required Experience**

- 10+ years of relevant industry experience; in technology, sales or services role
- Bachelor’s degree in engineering, computer science, or business, master’s degree preferred
- Industry certifications desired (e.g. ITIL, PMP, COBIT, Six Sigma) preferred
- Proficient in Salesforce and Microsoft Office

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**

At Cisco, each person brings their unique 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 striving for a culture that empowers every person to be the

difference, at work and in our communities.