Travel required – up to 40%
Location: UK London Flexible
Meet the Team
Join Cisco’s Customer Experience (CX) team, where we are dedicated to helping our customers achieve value realization and business growth through Cisco’s innovative technologies and services.
As a CX Principal, you will play a key role in driving customer success by orchestrating CX resources to promote adoption and deliver impactful outcomes. In this role, you will collaborate closely with internal teams, including Sales, Renewals, Solution Development Architects (SDAs), and Deal Acceleration teams, to support business objectives such as increasing Annual Recurring Revenue (ARR) and driving sustainable growth.
Your Impact
You are passionate about customer adoption and will have demonstrable experience of IT service delivery leadership working with large multinational organizations. Thriving in collaborative environments, you work seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your leadership in outcomes and investment decisions ensures customers fully benefit from our offerings.
With advanced technology knowledge, you guide clients to meet their business objectives using our solutions.
Your experience with ARR growth, revenue, and margin accountability drives business success, making you invaluable to both customers and our organization. Your dedication to cultivating customer relationships and strategic approach makes you a key player in achieving customer and organizational goals, ensuring every interaction improves value and drives mutual success. As a CX Principal, you will play a crucial role in ensuring the successful adoption of Cisco technologies and services within our customer organizations, leading to value realization and business growth. You will be the primary CX point-of-contact for customers, taking end-to-end ownership.
Your responsibilities will include:
1. Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and using insights to increase customer retention.
2. Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives and advocating for their needs within Cisco.
3. Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
4. Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of our technologies.
5. Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.
Minimum qualifications:
6. Must have knowledge of two or more Cisco technology architectures – Ideally Networking and Data Centre
7. Solid understanding of Software Adoption and lifecycle practices
8. Experience developing and maintaining strong executive relationships
9. Experience leading virtual cross-functional teams in a matrix organization
10. Experience with recurring revenue concepts, margin, and attrition.
Preferred Experience:
11. 4 years of delivery experience, preferably in Managed Services