Customer Experience Principal/ Director - Service Provider

Travel required - up to 40%

What You'll Do

As a CX Principal, you will play a crucial role in ensuring the successful adoption of Cisco technologies and services within our customer organizations, leading to value realization and business growth. You will be the primary CX point-of-contact for customers, taking end-to-end ownership. Your responsibilities will include:

* Driving software, services adoption, taking care of value realization, leading to successful renewals and growth. Proactively leading renewal risks and using insights to increase customer retention.

* Developing and maintaining strong executive and technical relationships with customer organisations and partners to understand their challenges and objectives and advocating for their needs within Cisco.

* Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions.

* Building and implementing use case driven driven adoption plans that align with customer goals to improve their technology investments and promote full utilization of our technologies.

* Close collaboration and partnering with Sales, Service Delivery, Customer Success, Renewals, all service support functions and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.

Who You'll Work With

You will orchestrate CX resources to drive adoption. You will also work closely with Sales, Renewals, Solution Development Architects (SDA), and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and growth.

Who You Are

You are passionate about customer adoption and will have demonstrable experience of IT service delivery leadership working with large multinational organizations. Thriving in collaborative environments, you work seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your leadership in outcomes and investment decisions ensures customers fully benefit from our offerings.

With advanced technology knowledge, you guide clients to meet their business objectives using our solutions. Your experience with ARR growth, revenue, and margin accountability drives business success, making you invaluable to both customers and our organization.

Your dedication to cultivating customer relationships and strategic approach makes you a key player in achieving customer and organizational goals, ensuring every interaction improves value and drives mutual success.

Minimum qualifications:

* Deep knowledge of the SP related HW/SW technology ( preferred deep Cisco solution knowledge) including the AI and cloud related technologies. In combination with this deep understanding of the SP business trends ( includes managed services)

* Deep understanding of service delivery including Managed Services and software lifecycle practices.

* Proven experience developing and maintaining strong executive relationships and real examples from your working history.

* Proven experience leading virtual cross-functional teams in a matrix organization

* Strong experience with recurring revenue concepts, margin and attrition.

* Fluency in the German language is also necessary.

Why Cisco

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future.

Fuelled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.