Customer Success Executive - Public Sector

** Experience with local state healthcare, higher education, and government market (SLED), is required for this role. **

Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners and the extended Cisco account team members in achieving their goals. With the transformation to software subscription, CX is critical, we are writing a history and you can contribute to and help shape this ambitious journey we are on.

As CSEs we are ultimately accountable for successful adoption and value realization for the products and services our customers have purchased. You will:

• Service Delivery Experience Preferred
• Understanding of P&L
• Deeply understand Customer business goals, environment, challenges and operational maturity
• Be the customer and people champion
• Build and nurture strong Customer executive relationships to develop a comprehensive and deep view of the immediate needs and current programs
• Help the Customer accelerate through the customer lifecycle to realize the expected outcomes
• Ensure customers use and love purchased Cisco solutions and services
• Provide customer insights based on solid understanding of the best methodologies for architecture, implementation, adoption & migrations
• Leads customer success motion from onboarding to business value realization (optimize)
• Post-sales orchestration of all company wide and Partner resources (People and assets like, webinars, workshops, etc.) to provide a unified path to Customer Success
• Lead Quarterly Success Review

You are an executive leader with excellent customer, partner and market orientation in software and subscription services. You are an industry thought leader who can evangelize Cisco solutions and services. You have experience in ensuring customers adopt and realize value from subscription software and services. In addition, as a CSE you are keen at identifying new opportunities to expand your value within a customer.

• Experience leading Customer Experience transformation work or Customer Success programs
• Experience building positive relationships and influencing others
• Success leading and coordinating teams to ensure flawless engagements with clients, partners, and sales teams
• Ability to shift from developing high level strategies to effective execution, influencing at every level and driving decisions through appropriate collaboration
• Can suggest/explain Cisco technologies and solutions, able to convey sophisticated ideas in a clear, concise manner
• Comfortable working in a highly matrixed and sometimes ambiguous environment
• Expert consultant who advises team members on strategies and standard methodologies
• Motivates, encourages and continually develops team members while handling conflict effectively
• Bachelors + 12 years or related experience

** Must have experience with state, local and education (SLED) government market**

• 10+ years’ experience in leading customer-facing organizations. Proven successful consulting experience with key technical and sales acumen
• 5+ years of experience with subscription and software offers
• 5+ years' experience in SLED or FED focused roles
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers and a passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent executive level communication and presentation skills
• Must have experience working with the State Government

If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.