Job SummaryThe Customer Success Manager is responsible for onboarding customers, guiding them through their product or service lifecycle, and ensuring retention and growth through strategic customer success reviews. This role involves serving as a Subject Matter Expert, building strong customer relationships, and collaborating with internal teams to align offerings with customer objectives. The Customer Success Manager will analyze consumption reports, manage service delivery workflows, and maintain effective communication with customers and internal teams to ensure a positive customer experience and foster trust.
Role Description- Onboard customers and guide them through their respective product or service lifecycle to ensure retention and growth
- Function as the Subject Matter Expert (SME) for specific platforms, tools, or services relevant to the role
- Plan and conduct regular Customer Success Reviews (CSRs) or meetings to review product usage, roadmaps, and customer feedback
- Interpret and analyze detailed consumption reports and provide insights for customer success and renewal strategies
- Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust
- Collaborate with sales and other internal teams to align offerings with customer objectives and drive co-selling opportunities
- Provide support and direction to project teams to ensure successful delivery and synchronization of service projects
- Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role
- Manage workflow of orders and ensure timely delivery of services, working directly with customers and carriers
- Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs
Behaviors and Competencies- Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
- Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
- Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
- Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
- Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
- Impact and Influence: Can persuade others to consider different perspectives.
- Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
- Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
- Business Acumen: Can analyze financial and operational data to make informed decisions.
- Emotional Intelligence: Can identify and manage personal emotions and begin to recognize others' emotions in moderate situations.
- Results Orientation: Can set personal goals and work towards them, achieving results consistently.
- Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
Skill Level Requirements- The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
- Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting - Intermediate
- In-depth understanding of Cisco's business model, architectural frameworks, and comprehensive solutions, enabling effective deployment and management of Cisco technologies - Intermediate
- Ability to articulate Cisco Smartnet renewal program - Intermediate
Other Requirements- Completed Bachelor's Degree or relevant work experience required
- 2-4 years of experience in a technical, business, or sales role
- 1+ year experience in a Cisco dedicated sales support/subject matter expert position selling, quoting, and managing Cisco Support Services & Software contracts, including Enterprise Agreements, self-sufficiently for Customers & Account Executives
- Proficient in creating quotes within Cisco's Commerce Workspace for Renewals (CCW-R) & EAMP portal
- Ability to travel to SHI, Partner, and Customer Events
The estimated annual pay range for this position is $100,000 - $200,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
