Job
Description
As a Digital CSM at Cisco ThousandEyes, your role is crucial in overseeing the entire customer lifecycle by leveraging technology, automation, and data to create a seamless experience across onboarding, adoption, and renewal phases. You will proactively engage with customers digitally to ensure they receive value and meet their goals without the need for constant one-on-one communication, thus playing a key role in scaling customer success efforts and optimizing engagement while maintaining the human touch. **Key Responsibilities:** - **Digital Engagement Strategy:** Develop and execute a proactive digital communication strategy for customer segments, focusing on volume accounts to drive engagement, adoption, and retention. - **Tech Touch Execution:** Utilize automation platforms and email outreach to engage customers at critical moments, ensuring personalized experiences at scale. - **Data-Driven Customer Success:** Leverage key performance indicators to assess touchpoint effectiveness, analyzing customer data to fine-tune digital touchpoints and increase engagement. - **Monitor and Report on KPIs:** Track and report on key performance indicators to senior leadership, providing regular updates, identifying trends, and highlighting improvement areas to ensure alignment with business goals. - **Customer Journey Optimization:** Continuously improve the digital customer journey by analyzing interactions, identifying pain points, and implementing automated solutions to streamline processes. - **Collaboration:** Work closely with product and marketing teams to align digital initiatives with broader business goals. - **Customer Advocacy:** Act as a digital voice for the customer, gathering and sharing feedback internally to enhance the customer experience. - **Continuous Improvement:** Track and report on the success of digital engagement strategies, optimizing and evolving processes using data. Develop new approaches for increasing customer satisfaction and loyalty through automated engagement. - **Reach KPIs:** Achieve delivery rates, open rates, and click-through rates for digital campaigns and in-app messaging. - **Effect KPIs:** Impact Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer feedback. - **ROI KPIs:** Manage churn rate, renewal rate, and time to first value (TTFV). **Qualifications:** - 2+ years of experience in Sales or Customer Success in a SaaS environment. - Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies. - Strong knowledge of tech touch models and experience implementing automated customer engagement strategies. - Strong written communication skills for engaging technical and non-technical audiences. - Experience with digital engagement tools (e.g., Groove, Catalyst, etc.). - Analytical mindset to track, measure, and improve key metrics. - Ability to collaborate across teams for cross-functional success. - Project management experience with effective task and priority management. - Passion for leveraging data and technology to enhance customer experience. - Experience with Customer Success tools (e.g., Salesforce, Clari) and digital communication platforms. - Familiarity with network performance monitoring or SaaS-based infrastructure tools. - Proficiency in analyzing customer data and identifying trends driving successful digital campaigns. Cisco values diverse backgrounds, perspectives, and skills among employees. The company focuses on unlocking potential and believes in the power of diverse teams to solve problems, innovate, and create a positive impact. Cisco's approach to talent acquisition emphasizes not only educational degrees and experience but also the unique contributions individuals can make to the organization.,
