Open Position

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Customer Success Manager - Cisco

Puebla, Mexico

The Customer Success Manager is responsible for ensuring customers get the most out of their purchases. This position focuses on both the customer’s experience with us and ensuring customer’s business outcomes align to their expectations. Currently, there are two manufacturers we perform these duties for: Microsoft and Cisco. 

General Accountabilities

Cisco Customer Experience (CX) program is about helping customers realize the value of their technology solutions quickly and completely. A great customer experience leads to a higher rate of renewal for solutions and services and increases the potential to sell additional value around the customer lifecycle. This position focuses on the Cisco Customer Experience responsibilities as enumerated below:


  • Primary responsibility is to ensure customer satisfaction and retention.

  • Perform regular reviews with customers to ensure ongoing satisfaction and adoption of their EA or software purchase.

  • Build and work through Customer Success plans (Cisco Specific) working with the account team, distribution, and Cisco to ensure adoption and customer satisfaction.

  • Document customer’s business outcomes, and working with internal leads to build a plan to achieve outcomes:
    - Identifying adoption frameworks and adoption barriers and build a solid strategy to eliminate adoption barriers.

    - Interpreting customer usage data while leading customers to renewals.
    - Work with the customer, project management, and the account team to ensure the customer’s expected business outcome aligns is realized.
    - Once effort is complete, remain a point of contact for the customer throughout the customer’s lifecycle.
                                         

  • Track customer deployment activity and notify leadership anytime the customer status changes and work with the account team and customer to develop get-well plans when necessary.

  • Advise account managers on new/modified licensing needs for customers to ensure there is alignment of need and subscription.

  • When a project requires Project Management, work with Project Management to ensure the Success Plan aligns to PMO’s plan.

  • Ensure Cisco, Distribution, the Account Team, and the Cisco partner managers understand the success plan provide updates throughout the plan’s execution.

  • When necessary, attain Cisco certifications that align to duties required to support CSM activities.

  • Promoting Customer Persona Use Stories by documenting the main customer goals and the success metrics within.

  • Identify cross-sell and upsell opportunities through the entire customer lifecycle.

Job Qualifications

Education:
  • Bachelors degree in related field.

  • ITSM certification preferred, ITSM foundation training required.

Experience:
  • 2+ years of customer service experience.

  • Understanding of Cisco and its role in technology.

  • Understanding of Cisco licensing.

  • Basic understanding of Cisco’s portfolio including security, collaboration, compute, and routing.

  • Basic computer networking understanding.

  • Power BI dashboards.

Skills

  • Excellent verbal and written communication in English is required.

  • Excellent meeting facilitation skills, including teleconference and web conference.

  • Excellent skills in math to calculate currency exchanges and summary data.

  • Strong stakeholder relationship management skills, proven ability to manage by influence.

  • Strong negotiation skills.

  • Ability to take and pass Cisco required certifications

  • Ability to manage multiple, complex accounts.

  • Must be able to hable multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.

  • Proficient in Microsoft Office product suite.

Benefits

Healthcare, dental, vision, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus

PTOs

Vacation, Sick, Holiday, and paid leaves

Save on commute

Paid office parking

Discount Programs

Medical related discounts

Prime location

In the heart of Sonata, with views of Popocatepetl volcano, restaurants and amenities close by

Sponsored Events

Team social events, Holiday dinner

Sport Activity

Join your colleagues in various sport activities in the area

Eat & Drink

Enjoy a kitchen stocked with drinks, coffee, and snacks free of charge