Manager, Collaboration Customer Success
What You'll Do
You will be responsible for continuing the transformation of the Cisco Customer Success (CS) organization into a world class, customer focused, adoption and growth resource supporting Cisco's global community of end customers and distribution partners for our WebEx offerings.
Your mission will be to lead and coach a team of high performing Customer Success Managers within the CS Collaboration organization.
Who You'll Work With :
You will lead a team covering a customer base throughout EMEAR and serve as a key business partner and thought leader within the EMEAR leadership team, and to other key stakeholders including sales, marketing / digital marketing, support and our partner community.
Who You Are : LEADERSHIP
Leader and team player who is energetic, driven and a mentor.
Demonstrated track record of success in driving through a customer success or inside sales / support organization customer satisfaction, product adoption, business growth, and customer retention.
Detailed understanding of the collaboration ecosystem, with strength in mobile, voice, video and inter-team dynamics.
Ability to coach, support, and inspire the existing team while facilitating the growth necessary to support Cisco's new business initiatives.
A desire to develop and bring to market business solutions built on a foundation simple, elegant end user experience.
A digital native with true love for all things mobile, and a social person by nature.
Naturally geared toward driving results while nurturing a fun-filled work environment where the extraordinary is encouraged, reached and exceeded.
Eager to work with product, engineering, sales, digital marketing, and support teams to make decisions about complex problems associated with the Customer Success function across multiple products, and global markets.
Organically partners and communicates across functions to drive a comprehensive understanding of all product capabilities, ROI and marketplace needs.
Passion for delivering business results and optimizing the business performance based on the analysis and optimization based on key performance indicators.
Ability to easily transition from technical details to strategic planning.
An individual with strong blend of analytical decision-making and creative problem-solving skills.
Desire to work in a fast-paced growth environment where we make decisions and then design, build and ship high-quality products on time.
Minimum Qualifications :
6+ years of business leadership responsibility ideally in the areas of customer success for SaaS applications.
Exceptional communicator with superior interpersonal skills and comfortable with leading and coaching high-performing individuals.
Experience leading / supporting market sales engagements and developing initial relationships into long term partnerships and sales.
Working knowledge of modern analytics strategies data visualization, routinely reporting market conditions and product metrics.
Experience with Agile development processes and product management.
Additional languages outside of English and Dutch considered a major plus.
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