This is a highly visible, strategic leadership role within Cisco’s new Global Virtual Sales and Customer Success organization. This senior leader and their team will have a material and strategic impact across the entire Cisco subscription portfolio. The successful leader will not only directly impact customers and partners who have purchased Cisco subscription solutions but they will provide strategic requirements to Cisco cross functional stakeholders that will influence Cisco’s long term capabilities and offer portfolio.
The successful leader will be responsible for the continuous improvement of results as well as reporting those results and business plans to key stakeholders to ensure support and alignment across the regional leadership team. The leader will ensure that the Customer Success team works collaboratively across business units as well be comfortable effectively communicating with executive leadership. Effective measurement and management of diverse teams is a required skillset.
Key Responsibilities and Activities:
Set the overall vision and strategic plan for the Customer Success organization within the Europe, Middle East, Africa, Russia (EMEAR).
Ensure the strategy and direction is integrated with and aligned to Cisco and Regional sales business objectives and priorities
Build and scale an integrated Customer Success organization within region that could grow to over 80 employees.
Represent the organization at the highest levels within Cisco and to prospective partners and customers.
Drive increases in usage, health scores, and NPS leading to significant, double digit increases in renewal rates.
Develop expand strategies that result in over $500M in qualified leads for the sales teams.
Empower and inspire the organization through effective communication and leadership
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
Serve as the lead spokesperson and ambassador for Customer Success within EMEAR.
Develop in region initiatives to drive results while integrating Demand Gen activities for all routes to market.
Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement
Provide detailed and documented requirements to cross functional teams that improve the impact of the Customer Success team.
Required Skills and Alignment
· Strategic thinker, self-driven
o Develop/implement GTM strategy leveraging four routes to market: High Touch, Virtual, Digital and Partners
o Create continuous three year vision 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
· Proven ability to execute, by measuring both quantitative and qualitative results
o Quantitative:
§ Manage and scale an organization of ~80 people with 8-10 direct report managers.
§ Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
§ Improve wallet share within accounts via qualified expand opportunities with that result in bookings of $150M to $750M each year over a three year period
§ Influence improvement in renewal rates and renewal size to industry benchmark levels (90%+)
§ Achieve/Exceed established XaaS revenue targets via adoption activities based on “as sold” business case via monthly and annual recurring revenue
§ Drive new business growth through greater advocacy and reference-ability (see expand targets above)
§ Incorporate benchmarking. Drive continuous improvement
o Qualitative:
§ Develop compelling success stories and case studies
§ Collect, evaluate and drive customer KPIs
§ Document and disseminate best practices
· Align and collaborate with key stakeholders
o Key stakeholders include: Business Unit Executives, Regional and Segment Sales Executives, Delivery Executives, GVSCS Executives, Partners and their Executives
o Create and champion company-wide culture of Adoption and Expansion driven within Global Virtual Sales and Customer Success
o Tightly integrate with Marketing around automation and demand gen opportunities and campaigns
o Align with business units to prioritize products via an on-boarding process for adoption activities and feedback loop for data requirements needed within the offer
o Align with Sales for customer handoffs, understanding key customer KPIs and identified expand opportunities with a keen eye/focus on customer retention
o Align with Finance for standardized measurement and forecasting
o Align with Executive Team driving key metrics, communications and objectives
· Enhance effectiveness and efficiency through technology
o Align with other Customer Success Management teams and leverage best practices and tools
o Leverage demand gen programs from marketing to personalize the customer experience
o Integrate internal data such to create a complete customer picture
o Create a repository for Big Data to feed into analytics platform
· Lead world class team
o Recruit experienced leaders for each functional role
o Attract high potential individual contributors into team
o Create rapid onboarding process for new team members
o Foster collaboration within team and across customer lifecycle
o Encourage continuous learning within team
o Inspire excellence and effectiveness
Required Experience:
· 10+ years’ experience in leading customer-facing organizations. Proven successful sales track record is preferred
· 5+ years of experience with subscription and software offers
· Ability to manage influence through persuasion, negotiation, and consensus building
· Strong empathy for customers and a passion for revenue and growth
· Experience integrating data and analytics into workflows and engagement processes.
· Demonstrated desire for continuous learning and improvement
· Enthusiastic and creative leader with the ability to inspire others
· Exceptional hiring and talent development skills.
· Excellent executive level communication and presentation skills
· Bachelor’s degree required, Masters degree preferred.
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