Cisco Customer Success Manager

Title

Cisco Customer Success Manager

As a Cisco Customer Success Manager (CSM) at Altron Digital Business (ADB), you will play a critical role in ensuring our customers achieve their desired outcomes from Cisco solutions delivered through our partnership. You will act as a trusted advisor, driving the successful adoption, optimization, and value realization of Cisco technologies.

This position requires a deep understanding of Cisco’s solutions portfolio, combined with a strong ability to collaborate with customers, internal teams, and Cisco itself. You will support our customers' transformation journeys, helping them leverage their Cisco investments while ensuring renewal and growth opportunities.

KEY RESPONSIBILITIES:

Customer Engagement:

• Build and maintain long-term relationships with key customer stakeholders, acting as the main point of contact for all customer success initiatives.
• Understand the customer’s business objectives and develop strategies to align Cisco solutions with their needs.
• Organize and lead regular business reviews with customers to ensure value delivery.

Driving Adoption & Business Outcomes:

• Ensure customers fully adopt and realize the value of Cisco solutions delivered through Altron Digital Business and our services offerings.
• Develop and execute tailored customer success plans to achieve specific business outcomes.
• Identify and address any adoption challenges, providing insights and recommendations.
• Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.

Proactive Support & Enablement:

• Act as a bridge between the customer, ADB’s delivery teams, and Cisco’s technical resources.
• Proactively identify risks and opportunities, ensuring customer satisfaction and renewal readiness.
• Deliver training sessions, best practices, and solution roadmaps to empower customers.

Collaboration & Cross-Functional Teamwork:

• Collaborate with internal teams, including sales, technical architects, and services teams, to deliver exceptional customer experience.
• Partner with Cisco account teams to align strategies, share insights, and jointly drive success for customers.
• Identify and qualify opportunities for additional services, software, and hardware sales.

Metrics, Reporting & Advocacy:

• Track and analyze customer success metrics such as adoption rates, customer health scores, and Net Promoter Scores (NPS).
• Track and focus on growth of our ACV (annual contract value) and TCV (Total contract value) with Cisco
• Advocate for customer feedback within ADB and Cisco to ensure continuous improvement.
• Provide regular updates and success reports to both customers and internal leadership.

CORE RESPONSIBILITIES:

• Cisco Customer success execution within ADB
• Development and execution of customer adoption plans
• Advocate for Cisco technology
• Customer relationship management

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Sales
• Presales
• Delivery
• Vendor Manager

Reasons for Interaction:

• Jointly engage with customers on adoptions discussions and roadmaps
• Get an understanding of customers Cisco landscape and potential for up and cross sell
• Work with delivery team to deploy Cisco technology at the customer
• Work jointly on Cisco partnership and rebate maximization

External:

•  Cisco
• Customers

Reasons for Interaction:

• Collaboration, Support and enablement
• Adoption discussion, value realization

Educational Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or related field (or equivalent experience).

Professional Qualifications

• Cisco Customer Success Manager Specialist Certification.

Years of Experience

• 3+ years of experience in Customer Success, Account Management, or Technical Support roles, preferably within the Cisco ecosystem.

Other requirements

• Strong knowledge of Cisco solutions, including software, hardware, and services.
• Financial, Renewal, and/or adoption forecasting experience
• Experience working with Cisco platforms such as Webex, Meraki, Security, Collaboration, or Networking is a plus.
• Experience developing software adoption plans across technology portfolio
• Exceptional customer relationship management and communication skills.
• Ability to understand and align technical solutions with customer business goals.
• Strong analytical and problem-solving abilities.
• Proficiency in Customer Relationship Management (CRM) tools, e.g., D365 CRM.

Behavioral Competencies              

The incumbent is required to have demonstrated the following competencies:

• Action oriented
• Integrity and trustworthy
• Negotiation and conflict management
• Communication skills
• Decision making
• Creativity
• Dealing with ambiguity
• Composure
• Problem solving
• Drive for results
• Planning, organizing and coordinating
• Big picture thinking
• Deliver on business results
• Customer focus
• Getting things done
• Empathetic
• Be the glue
• High morale code
• Self-development

Education

Bachelor's Degree: Information Technology (Required)

Languages

English