Cisco Lifecycle Customer Success Manager - Lifecycle Digital Services
- Convergeone India
- 5 - 10 years
- Hyderabad
- 2 months ago
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Job Description
Summary
ConvergeOne is seeking an energetic and experienced Customer Success Manager (CSM) to join the highly-strategic Lifecycle Services team focused on delivering best-in-class adoption services to help clients adopt their Cisco software solutions. The CSM owns delivery of ConvergeOne s Adoption Services intended to increase product awareness, mitigate adoption barriers, and drive overall product consumption of Cisco software solutions. Additionally, the CSM is responsible for identifying expansion opportunities. As the clients trusted advisor, the CSM plays a key role in working with clients key stakeholders and developing an adoption success plan designed to accelerate their time to value realization.
Required Qualifications
- 5+ years in a consultative customer-facing role
- Strategic thinker, account management, and strong commitment to customer success
- Proven team player and willingness to work closely with cross-functional partners
- Comfortable working in a fast paced, dynamic environment to meet evolving business requirements a self-starter
- Highly knowledgeable of technology industry trends and strategies
- Ability to communicate (orally and written) clearly and effectively
- Superior coordination and conflict resolution skills
- Strong analytical, interpersonal and relationship building skills
- Strong sense of urgency and commitment to get the job done
- Strong work ethic and personal drive to excel
- Exceptional organizational skills and attention to detail
- Ability to use (and learn new) complex systems, technologies, and applications
Desired/Preferred Qualifications
- Education or equivalent experience: 4-year higher education degree
- Minimum 5 years of experience in the technology industry
- Familiarity with Cisco software solutions
Essential Functions
- Owns the complete adoption lifecycle
- Collaborates with Client sponsor to identify key stakeholders, super users, and change champions
- Develops and maintains cross-functional relationships with Cisco and other internal crucial stakeholders
- Conducts a series of adoption workshops to understand and document Client s desired business outcomes, use cases, personas, and priorities
- Executes and delivers insights on customer success metrics so you are constantly demonstrating value
- Works with lines of business and key stakeholders to understand adoption barriers and impacted business processes while creating a mitigation and communication plan to achieve successful outcomes
- Works cross-functionally with supporting teams such as Managed Services, PMO, and Service Delivery to drive continuous improvement and an excellent customer experience
- Delivers Quarterly Success Reviews
- Understand customers objectives and how they translate to outcomes
- Coordinates a Client communication plan and works with Change Champion(s) on delivery
- Maintains ownership of all components of the Adoption Success Plan
- Strives to continually drive faster time to value and improve overall experience for our customers
Additional Specific Duties and Responsibilities
- Participates actively in all team meetings, trainings, and workshops
- Works with National Account Managers on cross-sell and up-sell opportunities
- Provides Customer reports (monthly/quarterly) per the standard set forth by contract requirement
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Convergeone IndiaLocation(s): Hyderabad+ View Contact
Keyskills: Managed services Office equipment Analytical Relationship building Application development HTTP Account management Continuous improvement cisco Software solutions
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