While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results.
Customer Success Manager (EMEA)
Our Customer Success Managers (CSMs) thrive in a dynamic environment, contribute innovative ideas, exhibit flexibility, and demonstrate value to customers. Customer Success is a highly visible role as CSMs are the owners/drivers of adoption, outcomes, advocacy, and renewals while helping to identify expansion opportunities. An exceptional Customer Success Manager strives to understand enterprise security needs and is a guide, ensuring the best possible customer journey.
What You'll Do
As a Customer Success Manager, you will:
- Oversee customer onboarding and efficiently guide the customer journey.
- Monitor customer utilization, health-scores and ensure consistent communication with internal and external customers.
- Conduct regular customer meetings, account reviews, and create and lead success plans.
- Drive customer awareness of product features, services, and roadmap to improve adoption and realize the value of their purchased solutions.
- Regularly collect, analyze, and share the voice of the customer, regarding their product/services experience with teams and leadership.
- Highlight customer successes and provide ongoing recommendations for further process optimization.
- Work closely with our regional partners to provide excellent service for their end users and ensure close communication and relationships.
- Develop and maintain healthy, multi-level relationships within each customer, ensuring that solutions support the ongoing needs and security objectives for each customer.
- Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
- Effectively run reactive customer requests and anticipate their needs.
- Partner effectively with teams to address customer concerns efficiently and conclusively.
- Document and lead all customer engagement information – including updates on critical contacts, statuses, next steps, and related items.
- Consistently achieve on-time renewal revenue targets.
Who You Are
- Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem-solving.
- Ability to demonstrate success in leading customers in the Security or Software space.
- Strong analytic and critical thinking required – be able to take complex deployment concerns and orchestrate resources and tactics to address them.
- Assertive but empathetic; able to drive customers toward goals through a combination of persuasion and rapport.
- Energized by connecting and building long-lasting relationships with customers.
- Minimum 4 years of relevant work experience in client-facing roles for technology companies.
- Outstanding multi-tasking abilities and organization skills.
- Diligent – able to gather proper information correctly and accurately.
- Superior follow-through. Build trust and credibility with customers by consistently delivering what you say you will.
- Comfortable being a great partner over the phone, through email, and in person.
- Excellent verbal and written communication skills.
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!
Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.