Cisco Customer Success Executive in Seoul, United States

Customer Success Executive

  • Location: Seoul, Seoul-Teukbyeolsi, Republic Of Korea

  • Area of Interest Customer Experience

  • Job Type Professional

  • Technology Interest *None

  • Job Id 1249473

Why You'll Love Cisco

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything; here that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What You’ll Do

The new Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s new Customer Experience organization working with our largest customers. You will directly impact their customers and partners who have purchased Cisco subscription solutions.

You will be accountable for ensuring that all customers successfully adopt and recognize value from Cisco’s subscription solutions. This includes defining and executing the strategy that will accelerate the time it takes for customers to achieve the business outcomes they planned to receive from Cisco subscription offers. You will ensure the execution of consistent global standards while optimizing for customers. In addition, you will find opportunities to expand wallet share within a customer and/or partner and effectively pass those opportunities to the sales teams.

This customer advocate will be responsible for continuous improvement of results, reporting of said results, creating and delivering business plans to key stakeholders, and ensuring support and alignment across the leadership team. You will make sure that the Customer Experience (CX) team is working collectively and make sure there is executive communications within the customer and Cisco. Effective measurement and management of teams with varied strengths is a required skillset.

The role will:

  • Set the overall vision and strategic Success plan for their customer.

  • Deeply understands the customer business goals, environment, pain points and operational maturity.

  • Build and cultivate strong customer executive relationships to develop a holistic and deep view of immediate needs and programs.

  • Help the customer accelerate through the value lifecycle to realize their expected outcomes.

  • Ensure their customers realize value from purchased Cisco products and services for successful renewals.

  • Provide customer insights based on strong knowledge of industry standards for architecture, implementation, adoption & migrations.

  • Post-sales orchestration of all company wide and partner resources (People and assets like, Accelerators, ATX, etc.) to provide a unified path to Customer Success.

  • Develop and deliver Quarterly Success Review

  • Team leader of Cisco resources for all CX activities (including services) from onboarding to value realization.

  • Ensure the strategy and direction is integrated within the overall account team goals.

  • Implement Success Strategy across the account using partners as appropriate.

  • Represent the organization at the highest levels within their customers.

  • Advocate innovation and effectively lead through change.

  • Serve as the lead spokesperson and ambassador for Customer success.

  • Use quantitative and qualitative analysis to drive operational excellence in engagements.

  • Provide detailed and documented requirements to cross-functional teams that improve the impact of the customer experience.

  • Provide bi-weekly metric reports including integrated results across routes to market.

Who You’ll Work With

You will build deep relationships with customer senior leadership, partners and the extended Cisco account team members in achieving their goals.

Who You Are

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

  • You are a strategic, self-driven thinker who can develop/implement a GTM strategy across all stages of the customer lifecycle and is skilled at driving continued process improvements.

  • You are able to work independently as well as leverage full resources to ensure successful customer experience at each interaction.

  • You have prior success with understanding quantitative customer metrics – health scores, NPS/CSAT, ARR – to tailor interactions and drive actionable next steps to ensure customer adoption and renewal.

  • You possess a customer-obsessed mindset with a solid grasp of relevant success stories, customer KPIs, and best practices to drive superior outcomes.

  • Strong relationship builder with a focus on aligning and collaborating with Business Unit Executives, Sales Executives, Delivery Executives, CX Executives, Consulting Executives, Partners and their Executives to drive an integrated, consistent customer-centric approach.

Required Experience:

  • 10+ years’ experience in leading customer-facing organizations and successful consulting experience with key technical and sales acumen.

  • 5+ years of experience with subscription and software offers.

  • Ability to manage influence through persuasion, negotiation, and consensus building.

  • Strong appreciation 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.

  • Bachelor’s degree required, Master’s degree preferred.

Why Cisco

At Cisco, each person brings their different talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything – people, process, data and things – and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.