Director, Customer Experience

About the Role

Become an integral member of Cisco's Customer Experience (CX) team and contribute to transforming our CX Operating Model towards delivering tailored, proactive, and predictive customer interactions. Your leadership will drive value creation across Cisco's extensive range of products, software, and services, guiding customers to fully capitalize on their investments. This position plays a vital role in fostering deep trust and cultivating enduring relationships with customers.

Working in a fast-paced and innovative setting that champions simplicity and customer focus, you will promote a cohesive, outcome-driven customer engagement strategy. Each interaction you oversee will be designed to meet customer needs and facilitate their achievement of desired outcomes.

We embrace diversity, recognizing that a variety of perspectives fuel innovation and excellence. You will collaborate with multidisciplinary teams focused on delivering technology services and advancing software adoption through data-driven insights, to ensure a seamless and superior customer experience.

Join a dynamic team that values innovation, empowerment, inclusiveness, and professional growth. Together, we aim to set new benchmarks and redefine the future of customer experience. If you are driven to make a substantial impact and lead CX innovation efforts, this opportunity is for you!

Your Impact and Responsibilities

As Director - Customer Experience, you will lead a team comprising Customer Experience Principals/Managers (CXM), Customer Success Managers (CSMs), and Customer Program Managers (CPM). Your role involves engaging directly with customers via your team to foster product adoption, oversee the CX services business, and stimulate growth. You will hold comprehensive accountability including revenue and P&L management for your customer segment.

You will act as the executive liaison for aligned customers, orienting your team toward strategic approaches that promote success, and ensuring delivery of expected outcomes from the Cisco portfolio.

Key Responsibilities

• Drive customer adoption of software and services while ensuring value realization leading to renewals and business growth.
• Minimize renewal risks during all stages of the customer journey in coordination with Renewals teams.
• Maintain strong executive and technical relationships with customers, understanding their business challenges and objectives.
• Serve as a customer advocate within Cisco across various functions, including Business Units, Finance, and Sales as needed.
• Be accountable for service revenue, margin, and software adoption KPIs within your customer portfolio segment.
• Support teams in developing and executing Technical Adoption Plans, collaborating with Customer Success Services (CSS) aligned with customer goals.
• Align efforts across Delivery, Partner, Architecture, and Customer Success teams to support portfolio adoption and utilization.
• Stay current with Cisco technologies, competitive trends, and industry developments to mentor customers and team members effectively.

Leadership and Teamwork

You will exemplify leadership through achievement of financial and customer satisfaction goals for your accounts, encouraging your teams to proactively assume accountability. Strategic thinking, data-driven decision-making, and fostering a collaborative, trustworthy team atmosphere will be key facets of your leadership style. Your robust communication skills will be essential to motivate your teams and influence stakeholders.

Collaboration

You will lead a team including CX Principals/Managers, Customer Success Managers, and Customer Program Managers, and engage executive stakeholders such as Customer Technical and Operational Leaders and Executives. Collaboration with CX teams, partners, Sales, Renewals, Software-Defined Access (SDA), and Deal Acceleration teams will support revenue growth and customer success.

Qualifications

• Bachelor’s degree preferably in Engineering, Computer Science, Business, or related discipline; advanced degrees or industry certifications are advantageous.
• Over 15 years of experience with comprehensive knowledge of Cisco technologies and architectures including Networking, Security, Collaboration, Cloud, Automation, Observability, and SaaS/Subscription models.
• In-depth understanding of enterprise market trends, digital transformation, cloud networking, AI-driven operations, and managed services within ASEAN regions.
• Proven strategic problem-solving abilities, robust customer success and technology adoption experience.
• Exceptional communication and relationship management skills for building partnerships with customers, teams, and cross-functional leaders.
• Strong financial acumen with experience delivering on KPIs and strategic investment decisions related to software and service adoption, renewal risk mitigation, and enhancing customer commitment.
• Thorough familiarity with Cisco’s technology portfolio and industry landscape, capable of representing Cisco effectively at executive customer levels.

Additional Information

Cisco is committed to revolutionizing data connectivity and security in the AI era and beyond, boasting four decades of innovation. Our technology solutions enhance security, visibility, and insights across digital landscapes worldwide. As part of this dynamic and collaborative environment, you will contribute to meaningful solutions with a global impact. We believe that our strength lies in our teams, working with empathy and purpose.