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Customer Success Executive - Public Sector

Cisco

Posted on: 16 Mar 2024

Job Location: Honolulu, US

Job Description:

Who You'll Work With

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.

What You'll Do

As CSEs we are ultimately accountable for successful adoption and value realization for the products, software and services our customers have purchased. Best qualified candidates will demonstrate:

Deep understanding of Federal Customer business goals, operational environment, budgeting, regulations, challenges and operational maturity
Federal customer and people affinity
Strong teamwork and ability to build and nurture strong Customer executive relationships, understanding of FEDRAMP and compliance programs.
How they will help our customers accelerate through the customer lifecycle and achieve outcomes
How they will ensure customers use and love purchased Cisco solutions and services
How they will provide customer insights based on solid understanding of the best methodologies for architecture, implementation, adoption & migrations
An ability to leads customer success motions from onboarding to business value realization (optimize)
Talent to drive 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
Outstanding written and verbal communications

Who You Are

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.

Required Experience

Must have experience with U.S. Federal Government (USG) 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 programs, software and adoption.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

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.

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