Location: UK - London, UK - Hatfield, UK - Manchester | Job-ID: 213169 | Contract type: Standard | Business Unit: Sales & Pre-Sales & Alliances
Life on the team
Do you have experience in Customer Success, Cisco, or the wider Software Industry and are looking to make the next step in your career? Do you have experience in customer success methodologies, software lifecycle services, or in Cisco technologies? We will empower you to put customers first and support them to drive onboarding, deployment, adoption, value realization, and consumption of Cisco Software, enabling clients to maximize time, money, and mitigate risk across their estate while extracting the best value from their investments.
The Technology and Partner Sales team focuses on technology sourcing and professional services growth. It is designed to enable commercial, technical, and strategic approaches throughout the campaign cycle. The team comprises roles such as:
* Framework and VAR Specialists
* Customer Success Experts and Solution Leaders
* Partner Sales Experts and Technologists
* Commercial and Solution Designers and Optimisation
This high-energy team has a phenomenal sales culture, can-do attitudes, and a passion for Computacenter and delivering outcomes that save our customers time and money, while helping them mitigate risk.
What you'll do
* The Partner Customer Success Manager (CSM) is responsible for driving onboarding, deployment, adoption, value realization, and consumption of Cisco Software across partner end customers. The role involves fostering positive renewal sentiment and growth of the Cisco Software footprint.
* The CSM assists in progressing Cisco software deployments, actively tracks deployment status and adoption, and reports progress to stakeholders.
* The CSM facilitates use case identification for entitled Cisco software and recommends implementation services from Cisco, Computacenter, or other partners.
* The CSM is supported by the CX program, Cisco BDM & PM, and the Computacenter account team, leveraging relationships within Cisco supporting the customer.
* Manage customer interactions to transact complex services and solutions, maximizing profit.
* Responsible for Customer Success documentation and methodology to enable the sales process and demonstrate value.
* Builds trust and maintains a network of customer connections across multiple organizations and stakeholder levels.
* Act in accordance with Computacenter's Information Security Policies and report security events or risks.
* Drive software, services adoption, and value realization, leading to successful renewals and growth. Identify renewal risks proactively and use insights to increase customer retention.
* Develop and maintain strong relationships with customer partners to understand their challenges and objectives, advocating for their needs within Cisco as the “Voice of the Customer”.
* Own financial aspects, including revenue and margin, across products and services, making strategic investment decisions.
* Build and implement adoption plans aligned with customer goals to improve technology investments and promote full utilization of Cisco technologies.
* Collaborate with teams across Cisco and Computacenter, including Sales, Customer Success, Renewals, and Business Entities, to identify use cases, craft solutions, and facilitate workshops to review adoption progress and drive outcomes.
What you'll need
* 5+ years of experience in Cisco / Software Industry in Customer Success and/or Sales/Delivery, with a solid understanding of software lifecycle practices.
* Knowledge of Customer Success methodology preferred, with proven experience in ToTango tooling or similar customer success tools.
* Knowledge of Cisco technology, licensing, and products preferred.
* Ability to build effective relationships across multiple customers and opportunities.
* Excellent communication skills at all customer levels and managing expectations.
* Analytical skills and critical thinking across Data, Commercial, and Financial aspects.
* Legal understanding.
* Negotiation and influencing skills applicable across customer organizations.
* Ability to resolve significant customer issues while advancing business goals.
* Ability to build and work effectively in virtual teams.
* Graduate-level education.
Performance Indicators
* Contribution growth from aligned customers (land and expand).
* Feedback from stakeholders and customers demonstrating Winning Together Behaviours and Role-specific competencies (customer health / net promoter score).
* Generation of new business opportunities within the customer base and new customers (cross-sell and adjacency).
* Contribution to campaign team efforts in large, complex contractual services opportunities (working in virtual teams).
* Rebate attainment in line with Cisco-defined KPIs and metrics.
About us
With over 20,000 employees worldwide, we are at the forefront of digitization, advising organizations on IT strategy, implementing appropriate technology, and helping our customers source, transform, and manage their technology infrastructure across over 70 countries. We deliver digital technology to some of the world's leading organizations, driving digital transformation, and enabling people and their businesses.
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