Customer Success Manager

8-12 years experience, UC / CCaaS Solutions (Avaya, Genesys, Cisco), VoIP & SIP Protocols, Cloud Migration, AI-driven Automation, Incident / Release Management, Stakeholder Engagement, and Customer Success Management

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.