Customer Experience Manager Qatar - Cisco Systems

What Youll Do

As a Customer Experience Manager you will play a crucial role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth. Youre the primary CX pointofcontact for customers taking endtoend ownership. You will understand their Business and Technical objectives and develop strategies that will enable them. You will be responsible for ensuring we deliver customer aligned outcomes. You will engage with both executives and technical partners within the customer.

• Drive adoption of software and services leading to successful renewals and growth by mitigating renewal risks and increasing customer retention rates.

• Develop and maintain strong executive and technical relationships with customers understanding their business challenges and objectives.

• Advocate for customers within Cisco ensuring their needs are met and they receive a highquality customer experience.

• Own financials including services revenue and margin and make strategic financial decisions.

• Build and implement Technical Adoption Plans and E2E Customer plans in partnership with CSS aligning with customer goals to improve technology investments and promote full use of our technologies.

Who Youll Work With

In this role youll partner with Customer Technical and Operational Leaders and Executives orchestrating CX resources across Delivery Expert Care Technical Support Customer Success Renewals and our Partners to drive value realization. You will collaborate with Sales Renewals the Solution Development Architect team and Deal Acceleration teams to assist in driving ARR and services growth.

Who You Are

You are a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationshipbuilding skills enabling you to develop and cultivate partnerships with our customers. Youre adept at handling financials and making strategic investment decisions. With expertise in driving software and service adoption mitigating renewal risks and improve customer dedication. You have a deep understanding of Cisco our technology and the industry landscape while acting as a Technology Advocate.

Minimum qualifications:

• 12 years of related experience

• Knowledge of at least two technology architectures.

• Expertise in successful customer adoption and project delivery.

• Experience in developing and cultivating strong relationships with executive level customers.

• Experience leading diverse crossfunctional teams in a collaborative matrixed organization.

• Experience with budgeting and recurring revenue concepts managing margins and reducing attrition.

• Fluent Arabic is also required.

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. Were the Internets optimists. Our technology makes sure the data traveling at light speed across connections does so securely yet its not what we make but what we make happen which marks us out. Were 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. Were 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 others 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 were 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 Dont care. Tattoos Show off your ink. Like polka dots Thats cool. Pop culture geek Many of us are. Passion for technology and world changing Be you with us! #WeAreCisco

U.S. employees have access to quality medical dental and vision insurance a 401(k) plan with a Cisco matching contribution short and longterm 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 performancebased incentive pay on top of their base salary which is split between quota and nonquota components. For quotabased incentive pay Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For nonquotabased 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.