What You'll Do
You will help us transform our Customer success organization by helping to implement all opportunities to automate manual processes.
The Customer Success Organization's mission is to focus on product adoption and help our customers and partners to understand what products they have purchased and how they can utilize our offerings. Your role is key in helping the organization to get to the next level (2.0) and by focusing on driving an Automation program you will directly impact this transformation.
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Manage a high level milestone plans, scope, issues, constraints, risks, assumptions and change control process throughout program life cycle
Track and report program progress and status and communicate to stakeholders as well as executives.
Establish best practices and checkpoints to ensure alignment, transparency and awareness around risks and decisions points. Initiate and formalize program frameworks that help the organization establish Customer and Partner First Mindset that fosters a close loop feedback process with our partners and customers
Be an advocate for customers and partners in the organization and ensure Partner and Customer Experience issues are known and owners identified to implement improvements.
Identify opportunities for operational efficiencies, form cross-functional teams to do root cause analysis and lead the team towards improvements in our processes, engagement models and efficiency increases.
Who You'll Work With
Our team works with customers and partners of all segments and ensures they are onboarded to to our products, adopt our products, nurture the relationship with Cisco and help renew the subscription.
You have a unique opportunity to be part of a transformation of this team that is regarded as a benchmark within Cisco in terms of Customer Success Practices.
Who You Are
Ideally, you have experience in Product Management and help the Customer Success team grow their knowledge in this space as they will transform into product advocates.
You possess strong Program Management skills that help keep things organized, stakeholders informed, plans lined up and risks understood.
You gained experience in working in agile and waterfall environment as well as continuous development and are very comfortable ensuring progress is. You are able to apply these practices and through that accelerate our delivery.
Our minimum requirements for this role:
- Masters degree
- PMP certification
- 7-10 yrs experience in Program Management
- 3-5 yrs experience in Product Management, Business Systems Analysis
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