Customer Experience Manager

Job description

This role drives software and service adoption, renewals, and growth by proactively managing the customer journey and mitigating renewal risks. You will act as a technology evangelist and trusted advisor, leveraging AI-driven insights to optimize customer environments and streamline workflows. Accountable for account financials (revenue and margin), you will lead cross-functional collaboration with sales, delivery, and CSS teams to integrate technical adoption plans into end-to-end strategies that deliver measurable business outcomes and high-quality customer experiences. What You'll Do Strategic Account & Financial Management: Lead E2E planning across 2-3 accounts, aligning Cisco’s portfolio with customer business goals. Own account financials, including service revenue, margin, and strategic investment decisions, while ensuring tactical activities drive long-term retention. AI-Driven Adoption & Optimization: Integrate multiple adoption plans into a unified portfolio view. Apply AI-driven dashboards and predictive analytics to anticipate renewal risks, recommend targeted interventions (e.g., training, executive alignment), and implement automation to improve technical scalability and efficiency. Technical Leadership & Advocacy: Serve as a technical expert and trusted advisor to senior IT and business customers. Lead Customer Value Workshops and CBRs to showcase ROI, review adoption progress, and advocate for customer needs within Cisco’s product teams to influence future development. Cross-Functional Collaboration: Partner with CSS, Sales, Delivery, Partners, and Business Entities to design and deliver unified solutions. Act as the primary voice of the customer during high-visibility issues or outages, coordinating internal resources to provide proactive, predictive experiences. Operational Excellence: Monitor service performance and account health, identifying and removing technical blockers. Drive continuous improvement by fostering innovation in processes and tools, ensuring that delivery, architecture, and adoption strategies remain synchronized with both customer objectives and Cisco’s strategic priorities. Minimum Qualifications Bachelors + 12 years of related experience, or Masters + 8 years of related experience, or equivalent relevant work experience.. Associate level (e.g., CCNA) or equivalent relevant certification expected. ​​Industry trend certifications​. Track record of managing renewal risk and driving expansion, not just retention. Executive presence — able to influence senior customers internally and externally. Fluent English. Desired Skills (Max 5 bullets) Fluent Spanish. Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.