Customer Success Manager – CSM

Thinkahead Consultant Psychologist Pty Ltd

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $120,000 - $129,987 per year

About the role

  • Manage and support a dedicated group of strategic customers, serving as the trusted advisor of their Cisco Enterprise Agreement portfolio
  • Ensure early, strategic alignment with the account teams and customers for best understanding of the customer’s positioning and intention to purchase/renew their Cisco solutions
  • Work to build strong relationships with assigned client leads, both internal and Cisco dedicated, to align for one unified support motion
  • Ensure a concise understanding of the customer’s Cisco subscriptions, enterprise agreements, and services support, while pairing business objectives that drive satisfaction in the customer experience
  • Collaborate with internal teams to ensure deployment of solutions and continued adoption
  • Partner with Cisco’s specialized resources to ensure a strategic and smooth onboarding of software entitlements in the enterprise agreement
  • Drive adoption and consumption of Cisco solutions throughout the defined stages of the lifecycle while successfully optimizing the value received
  • Handle event remediation including Exceptional Growth True Forwards, Annual True Forwards, Value-Shift, modifications, non-provisioned subscriptions, and customer escalations
  • Measure and report on the consumption status of software and services entitlements via organized Quarterly Success Reviews
  • Proactively identify and communicate new opportunities within customer’s Cisco portfolio to drive account growth and future strategy
  • Collaborate with Cisco’s Asset Management team for monitoring and mitigation of asset service levels, while advising on best practices to remediate overconsumed levels
  • Identify renewal opportunities and drive renewals process alongside the Ahead Renewals Team
  • Drive adoption use-case requirements within the Cisco Lifecycle Incentive Program
  • Understand Cisco’s multiple buying models that focus on software, hardware, and services requirements: WPA, IPA, CX EA, EA, ALC Software, etc.
  • Navigate the use of Cisco’s dedicated CX Tools: including but not limited to: Partner Experience Platform, Subscription Workbench, CCW-R, Workspan, Cisco Software Central, Smart Accounts, EA Workspace, Lifecycle Advantage, and Customer Service Hub.
  • Ensure understanding of Cisco services levels and the digital support platform: Standard, Enhanced, Signature, Cisco IQ

Requirements

  • 2-4 years of relevant Customer Success Management experience
  • Cisco Customer Success Manager certified preferred
  • Cisco Customer Experience Blackbelt is a plus
  • Experience with Totango’s Customer Success platform is a plus
Benefits
  • Medical, Dental, and Vision Insurance
  • 401(k)
  • Paid company holidays
  • Paid time off
  • Paid parental and caregiver leave
  • Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success Managementaccount growthrenewals processevent remediationsoftware entitlementsadoption use-case requirementsconsumption status measurementstrategic alignmentcustomer experience optimizationasset service level monitoring
Soft Skills
relationship buildingcommunicationcollaborationstrategic thinkingproblem-solvingcustomer advocacytrust buildingorganizational skillsproactive identificationadvising best practices
Certifications
Cisco Customer Success Manager certifiedCisco Customer Experience Blackbelt