Customer Success Manager

Customer Success Manager with Contact Center Experience is a must. Find the below responsibilities:

1. Customer Engagement and Relationship Management

• Act as the primary point of contact for the customer, building trust and long-term relationships.
• Develop a thorough understanding of the customer's business goals, challenges, and objectives.
• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and strategic discussions to align Cisco's offerings with customer needs.

2. Adoption and Value Realization

• Drive product adoption by educating customers on best practices and Cisco’s capabilities.
• Create adoption plans and success metrics to ensure customers fully utilize Cisco solutions.
• Monitor and report on key performance indicators (KPIs) to showcase the value delivered by Cisco solutions.

3. Renewals and Growth

• Collaborate with the Sales and Account teams to identify upselling and cross-selling opportunities.
• Support renewal discussions by demonstrating ongoing value and resolving concerns.
• Identify areas for expanding Cisco’s footprint in the customer's ecosystem.

4. Escalation and Advocacy

• Act as the voice of the customer within Cisco, advocating for their needs and challenges.
• Manage and resolve escalations by coordinating with internal teams and stakeholders.
• Provide feedback to Cisco’s product teams to improve offerings based on customer insights.

5. Collaboration and Coordination

• Work closely with Account Managers, Solution Architects, and Delivery teams to ensure customer success.
• Coordinate with Technical Assistance Centers (TACs) and Cisco Professional Services for issue resolution and solution implementation.
• Partner with Cisco’s Partner Success Managers to ensure seamless delivery and support.

6. Enablement and Training

• Provide resources, training, and knowledge-sharing sessions to help customers maximize their investment.
• Ensure the customer’s team is self-sufficient by facilitating technical enablement and ongoing learning.

7. Data-Driven Insights

• Analyze customer usage data and trends to provide actionable recommendations for improvement.
• Deliver dashboards and reports that highlight the value of Cisco solutions and demonstrate ROI.

8. Strategic Planning

• Develop and execute Customer Success Plans tailored to each customer’s unique requirements.
• Align Cisco’s capabilities with the customer's strategic initiatives to drive transformation.

9. Compliance and Governance

• Ensure customers comply with licensing agreements and other contractual obligations.
• Guide customers on implementing Cisco solutions securely and efficiently to adhere to compliance standards.