Customer Success Manager

Job title:

Customer Success Manager

Company

Cisco Systems

Job description

Working with large Enterprise and Healthcare organisations from our Europe region, the role will be particularly passionate about existing business client satisfaction, retention and profitable growth.Who You Are:You are a person capable of building and maintaining relationships with clients, becoming named clients go-to person for day-to-day account management. This will include being familiar with the contract obligations and monthly invoicing dynamics for named clients, handling small project deliveries and gathering high level requirements for new projects, as well as finding opportunities for new business whilst engaging and assisting the wider sales teams in securing those opportunities.You are an internal expert on behalf of the client, required to collaborate closely with multiple internal teams to ensure the client is receiving the level of service and contractual compliance that Webex CPaaS have agreed to.What You’ll Do:The ideal candidate will be encouraged to learn and undertake the following tasks:

• Build and maintain service description documents and account development plans for named clients
• Provide internal and client facing management reporting and insight
• Be responsible for championing existing Webex CPaaS capabilities across all products into the clients. The individual will need to have confidence to push Webex CPaaS within the client’s teams and position Webex CPaaS capability ahead of other suppliers
• Understand our client’s business, how they do and how they could use our products to improve uptake. Lead them in improving their staff and customer digital communications through use of our technology
• Be the eyes and ears to identify new opportunities where they could maximise the capabilities Webex CPaaS has to offer
• Proposal writing and pricing for any statements of work or bespoke work
• Be personable, confident, and have the ability to quantify and explain guidance provided to our clients
• Identify new potential product features based on trends in client requests or requirements, rather than delivering bespoke solutions all the time. The individual would work with the relevant internal departments to build the impact assessment and either secure a position on the standard roadmap or support the sales team to quote for a customer funded roadmap acceleration.
• Run the renewal process for named clients, ensuring retention of the customer and growth in products and services provided
• Ensure clients are accurately billed, whilst also securing and tracking POs for invoicing, ensuring all relevant information is provided to Webex CPaaS accounts dept
• Secure customer case studies and testimonials, to assist sales teams in securing new business
• Arrange and run regular monthly and quarterly meetings with named clients, and support any other meetings where Webex CPaaS representation is required
• Keep up to date with the Webex CPaaS Product Suite releases and general knowledge of all Webex CPaaS products
• Developing new relationships with key client customers

Key Performance Indicators:Meet team and individual quarterly Key Business Target’s (KBT’s) including:

• Gross Profit and Revenue targets
• Securing growth of existing clients within the scope of current contract
• Growing client advocacy and strength/diversity of relationships
• Retain named accounts due for renewal within the quarter
• Demonstrate increased knowledge of the Webex CPaaS products quarterly
• Garner positive client feedback by becoming a trusted advisor to our clients – demonstrate a positive, can-do attitude and provide a credible point of view clients value
• Establish good working relationship with all internal teams – build mutually beneficial relationships based on a collaborative approach.

Our Minimum Qualifications for this Role:

• Minimum 2 years’ experience working in a highly supervised industry in the UK
• Fast learner, and comfortable working in a technical solution environment
• A customer focused, can-do and proactive attitude
• Proven track record to simplify technology into client friendly examples and client relationship development skills
• Experienced working across multiple fast paced teams
• Proven track record to deliver results through others outside of own line management chain

Our Preferred Qualifications for this Role:· Experience of managing accounts using cloud-based, SaaS products

• Background in a Technical or Sales/Marketing field
• Relevant degree level qualification
• Relevance experience in the Healthcare sector

Why Cisco?#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! #WeAreCiscoMessage 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 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.

Expected salary

Location

Manchester

Job date

Sat, 21 Sep 2024 22:09:38 GMT

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