Customer Success Specialist - Cisco

Life on the team

Do you have experience in Customer Success, Cisco or the wider Software Industry and are looking to make the next step in their career? Do you have experience in customer success methodologies, software lifecycle services, or in Cisco technologies. We will empower you to put customers first and support our customers to drive onboarding, deployment, adoption, value realisation and consumption of Cisco Software, to enable clients to maximise time, money, and mitigate risk across their estate, whilst extracting best value from their investments.

The Technology and Partner Sales team focused on technology sourcing and professional services growth is a team designed to allow commercial, technical and approach vigour throughout the campaign cycle. The team is made up of a number of roles which work in harmony to work collectively on solutions and drive Customer engagement;-

• Framework and VAR Specialists
• Customer Success Experts and Solution Leaders
• Partner Sales Experts and Technologists
• Commercial and Solution Designers and Optimisation

The high-energy team has a phenomenal sales culture, can-do attitudes and a real passion for Computacenter and delivering outcomes to save our Customers time and money, and assist them to mitigate risk.

What you'll do

• The role of the Partner Customer Success Manager (CSM) is to drive onboarding, deployment, adoption, value realisation and consumption of Cisco Software across the partner end customers while fostering positive renewal sentiment and growth of Cisco Software footprint.
• The CSM assists in progressing Cisco software deployments and actively tracks deployment status and adoption reporting the progress to Customer, Computacenter and Cisco stakeholders.
• The CSM facilitates use case identification activities for entitled Cisco software and recommend implementation services from Cisco, Computacenter or our other partners.
• The CSM will be supported by the CX program, the Cisco BDM & PM and the Computacenter account team as well as leveraging relationships within the Cisco teams supporting the Customer.
• Manage customer liaison to transact complex services and complex solution sales to maximise profit.
• Responsible for Customer Success documentation and methodology to enable the sales process and demonstrate value back to the Customer.
• Proactively builds trust and a network of customer connections, across multiple organisations, stakeholder levels and opportunities.
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
• Driving software, services adoption, and value realisation, leading to successful renewals and growth. Proactively identifying renewal risks and using insights to increase customer retention.
• Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives and advocating for their needs within Cisco, as “Voice of the Customer”.
• Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
• Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilisation of Cisco technologies.
• Collaborating with multiple teams across Cisco and Computacenter, including (but not limited to) Sales, Customer Success, Renewals, and Business Entities to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.

What you'll need

• 5+ years Cisco / SW Industry experience in Customer Success and/or Sales/Delivery experience, with a solid understanding of software lifecycle practices.
• Knowledge of Customer Success methodology preferred, preference ToTango tooling proven experience (or experience with a similar customer success tool)
• Knowledge of Cisco technology, licensing and products preferred.
• Ability to build effective and constructive relationships across a number of customers and opportunities
• Ability to communicate at all Customer levels and manage expectations.
• Analytical skills and critical thinking across Data, Commercial, and Financial.
• Legal understanding.
• Negotiation and influencing skills applied across the various customer organisations
• Ability to resolve significant customer issues whilst moving the business forward.
• Ability to build and work in effective virtual teams.
• Graduate level education

Performance Indicators

• Contribution growth from aligned customers (land and expand).
• Feedback from stakeholders and customers demonstrating Winning Together Behaviours and Roles specific competencies (customer health / net promoter score).
• Generation of new business opportunities in customer base and new customers (cross sell and adjacency).
• Contribute to campaign team in large complex contractual services opportunities (working in virtual teams).
• Rebate attainment to Computacenter in line with Cisco defined KPIs / metrics.