Cisco Customer Success Manager (CSM)

AHEAD

3d•$120,000 - $129,987

About The Position

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 enterprise-level relationships with a dedicated focus on the consumption of Cisco Enterprise Agreements. The Cisco CSM is responsible for providing a core set of knowledge to help deliver immediate value to the customer related to enterprise agreement best practices, buying rules, and adoption advisement. The CSM will serve as a trusted advisor of Cisco products and work directly with AHEADâs supporting account teams to facilitate engagement and integration of Cisco solutions, identify business outcomes, mitigate adoption barriers, and interpret customer usage data around software entitlements and services levels as they relate to the enterprise agreement, while cultivating new opportunities and account growth.

Requirements

2-4 years of relevant Customer Success Management experience
Strong ability to manage change and engage team members
Capable of providing 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 â must be able to create and modify documents
MS Excel â create and modify pivot tables, manipulate data, create charts and graphs
MS Power Point â create and modify presentations

Nice To Haves

Cisco Customer Success Manager certified preferred
Cisco Customer Experience Blackbelt is a plus
Experience with Totangoâs Customer Success platform is a plus

Responsibilities

Manage and support a dedicated group of strategic customers, serving as the trusted advisor of their Cisco Enterprise Agreement portfolio
Ensure early, strategic alignment with the account teams and customers for best understanding of the customerâs positioning and intention to purchase/renew their Cisco solutions
Work to build strong relationships with assigned client leads, both internal and Cisco dedicated, to align for one unified support motion
Ensure a concise understanding of the customerâs Cisco subscriptions, enterprise agreements, and services support, while pairing business objectives that drive satisfaction in the customer experience
Collaborate with internal teams to ensure deployment of solutions and continued adoption
Partner with Ciscoâs specialized resources to ensure a strategic and smooth onboarding of software entitlements in the enterprise agreement
Drive adoption and consumption of Cisco solutions throughout the defined stages of the lifecycle while successfully optimizing the value received
Handle event remediation including Exceptional Growth True Forwards, Annual True Forwards, Value-Shift, modifications, non-provisioned subscriptions, and customer escalations
Measure and report on the consumption status of software and services entitlements via organized Quarterly Success Reviews
Proactively identify and communicate new opportunities within customerâs Cisco portfolio to drive account growth and future strategy
Collaborate with Ciscoâs Asset Management team for monitoring and mitigation of asset service levels, while advising on best practices to remediate overconsumed levels
Identify renewal opportunities and drive renewals process alongside the Ahead Renewals Team
Drive adoption use-case requirements within the Cisco Lifecycle Incentive Program
Understand Ciscoâs multiple buying models that focus on software, hardware, and services requirements: WPA, IPA, CX EA, EA, ALC Software, etc.
Navigate the use of Ciscoâs 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 levels and the digital support platform: Standard, Enhanced, Signature, Cisco IQ