This is a highly visible, strategic leadership role within Cisco’s Global Virtual Sales and Customer Success organization. Specifically, this Director role will lead strategy, planning and operations for the global Customer Success team. The charter of this team is to ensure that all Cisco customers successfully adopt and realize value from Cisco’s subscription solutions resulting in industry leading renewal and up-sell rates. Along with their team, this leader will have a material and strategic impact across the entire Cisco software driven subscription portfolio.
The leader of Customer Success Strategy, Planning and Operations team will be accountable for developing plans as well as ensuring that effective governance and operational support is in place. These plans will span across all major Cisco functions and BEs. The plan will include designing and implementing an efficient and scalable coverage model inclusive of automated touch points as well as effectively shaping and implementing the strategy for data and analytics. This leader will ensure that execution is globally consistent yet, tailored to accommodate in-region differences. In addition, this leader will be responsible for identifying and quantifying future opportunities to grow Cisco’s revenue/profits and Customer/Partner’s impact expand wallet share within a customer and/or partner and effectively passing those opportunities to the sales teams.
Who You'll Work With
The successful leader will be a core member of the global leadership team and contribute to the continuous improvement of results and talent as well as reporting those results and business plans to key stakeholders to ensure support and alignment across cross functional team. The leader will ensure that the Customer Success team works collaboratively and be comfortable effectively communicating with executive leadership.
o With the leadership team, develop the strategy and plan for Customer Success that delivers significant increases in usage, health scores, and NPS leading to significant, double digit increases in renewal rates.
o Develop and oversee execution of Customer Success strategies that result in over $10B in bookings growth for Cisco. This includes a coverage model supporting over 200K customers, 25 software product lines across all BEs.
o Oversee and manage a budget of over $100M.
o Lead and drive a cross functional governance process encompassing BEs, Operations & IT, and Sales. This includes interfacing and aligning with key cross functional SVPs and VPs as well as their respective strategy/planning organizations.
o Ensure the strategy, plan, and direction is integrated with and aligned to Cisco and other corporate priorities and plans.
o Plan and execute governance within the team including all communications, team meeting, and planning sessions
o Represent the organization at the highest levels within Cisco.
o Empower and inspire the organization through effective communication and leadership
o Advocate innovation and effectively lead through change
Be an inspirational role model by challenging and maximizing the strength of the Customer Success team and aligning their efforts to the mission and vision of the organization
Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement
Who You Are
o Strategic thinker, self-driven
o Develop Customer Success GTM strategy and execution plan leveraging three routes to market: Direct, Virtual & Partners
o Create continuous three year vision and one year operational plan and roadmap
o Integration of automation and analytics for continued process improvements
o Leverage independent industry best practices and bench marking
o Ability to work independently, while achieving desired results
o Proven ability to execute, by measuring both quantitative and qualitative results
o Align and collaborate with key stakeholders
o Key stakeholders include: Strategy and Planning teams, Business Unit Executives, Regional and Segment Sales Executives, Delivery Executives, GVSCS Executives
o Champion a company-wide culture of Adoption and Expansion driven within Global Virtual Sales and Customer Success
o Tightly integrate plans with the Digitization team around automation and demand gen opportunities and campaigns
o Align with Finance for standardized measurement and forecasting
o Align with Executive Team driving key metrics, communications and objectives
o Enhance effectiveness and efficiency through technology
o Align with other Customer Success Management teams and leverage best practices and tools
o Integrate internal data in order to create a complete customer picture
o Lead world class team
o Attract high potential individual contributors into team
o Foster collaboration within team and across customer lifecycle
o Encourage continuous learning within team
o Inspire excellence and effectiveness
10+ years’ experience in leading sales operations, customer-facing, or strategy and planning organizations.
o 5+ years of experience with subscription and software offers
o Ability to manage influence through persuasion, negotiation, and consensus building
o Strong empathy for customers and a passion for revenue and growth
o Experience integrating data and analytics into workflows and engagement processes.
o Demonstrated desire for continuous learning and improvement
o Enthusiastic and creative leader with the ability to inspire others
o Exceptional hiring and talent development skills.
o Excellent executive level communication and presentation skills
o Bachelor’s degree required, Masters degree preferred.
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