Customer Success Manager - Cisco

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

The Cisco Customer Success Manager (Cisco CSM) supports strategic customer relationships with a strong focus on the consumption of Cisco solutions during the lifecycle. The Customer Success Manager is responsible for providing a core set of knowledge to help deliver immediate value to the customer via direct communication around the Cisco portfolio on a recurring basis. The CSM will serve as a trusted advisor of Cisco products and work directly with Ahead’s supporting account teams to facilitate engagement and integration of Cisco solutions, identify business outcomes, mitigate adoption barriers, and interpret customer usage data around subscriptions and enterprise agreements, while cultivating new opportunities and account growth.

Roles and Responsibilities

• Manage and support a dedicated group of strategic customers, serving as the trusted advisor of their Cisco portfolio
• Ensure early alignment with strategic customers via Cisco’s Digital Lifecycle Selling Experience
• Work to build strong relationships with assigned client leads through an organized communication cadence
• Ensure a concise understanding of the customer’s Cisco subscriptions, Enterprise Agreements, and services support, while pairing business objectives that drive satisfaction in the customer experience
• Collaborate with internal Ahead teams to ensure deployment of solutions and continued adoption
• Drive adoption and consumption of Cisco solutions throughout the defined stages of the lifecycle while successfully optimizing the value received
• Handle event remediation including True Forward billings, overconsumption, non-provisioned subscriptions, and customer escalations
• Measure and report on the business impact of the Cisco solutions via organized Customer Success Plans and Enterprise Agreement reviews
• Proactively identify and communicate new opportunities around customer’s Cisco portfolio to the paired Ahead account team to drive account growth
• Identify renewal opportunities and drive renewals process to the Ahead Sales Team
• Drive unique use case requirements around the Cisco Lifecycle Incentive Program in relation to assigned Enterprise Agreements.
• Navigate the use of Cisco’s dedicated CX Tools: including but not limited to: Partner Experience Platform, Subscription Workbench, CCW-R, Workspan, Cisco Software Central, Smart Accounts, EA Workspace, Lifecycle Advantage, and Customer Service Hub.
• Ensure understanding of Cisco services support and the digital support platform: Success Tracks, Smartnet and CX Cloud.

Experience and Certifications

• 2-4 years of relevant Customer Success Management experience
• Cisco Customer Success Manager certified preferred
• Cisco Customer Experience Blackbelt is a plus

Skills

• Ability to manage change and engage team members
• Ability to provide direction and leadership to others
• Good facilitation and communication skills
• Excellent presentation skills
• Ability to manage and escalate client issues
• Ability to react and adjust priorities of tasks
• Comfortable in communicating and interacting with C-level customer stakeholders
• Proficient in MS Office:
• MS Word – must be able to create and modify documents
• MS Excel – create and modify pivot tables, manipulate data, create charts and graphs
• MS Power Point – create and modify presentations

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include: 

- Medical, Dental, and Vision Insurance 

- 401(k) 

- Paid company holidays 

- Paid time off 

- Paid parental and caregiver leave 

- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.