Job opening For Customer Success Manager

8-12 years experience, UC/CCaaS Solutions (Avaya, Genesys, Cisco), VoIP & SIP Protocols, Cloud Migration, AI-driven Automation, Incident/Release Management, Stakeholder Engagement, and Customer Success Management

1. Customer Engagement and Relationship Management

• Act as the primary point of contact for the customer, building trust and long-term relationships.
• Develop a thorough understanding of the customer's business goals, challenges, and objectives.
• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and strategic discussions to align Cisco's offerings with customer needs.

2. Adoption and Value Realization

• Drive product adoption by educating customers on best practices and Ciscos capabilities.
• Create adoption plans and success metrics to ensure customers fully utilize Cisco solutions.
• Monitor and report on key performance indicators (KPIs) to showcase the value delivered by Cisco solutions.

3. Renewals and Growth

• Collaborate with the Sales and Account teams to identify upselling and cross-selling opportunities.
• Support renewal discussions by demonstrating ongoing value and resolving concerns.
• Identify areas for expanding Ciscos footprint in the customer's ecosystem.

4. Escalation and Advocacy

• Act as the voice of the customer within Cisco, advocating for their needs and challenges.
• Manage and resolve escalations by coordinating with internal teams and stakeholders.
• Provide feedback to Ciscos product teams to improve offerings based on customer insights.

5. Collaboration and Coordination

• Work closely with Account Managers, Solution Architects, and Delivery teams to ensure customer success.
• Coordinate with Technical Assistance Centers (TACs) and Cisco Professional Services for issue resolution and solution implementation.
• Partner with Cisco’s Partner Success Managers to ensure seamless delivery and support.

6. Enablement and Training

• Provide resources, training, and knowledge-sharing sessions to help customers maximize their investment.
• Ensure the customer’s team is self-sufficient by facilitating technical enablement and ongoing learning.