Customer Success Specialist - Cisco

Location: UK - London UK - Hatfield UK - Manchester Job-ID: 213169 Contract type: Standard Business Unit: Sales & Pre-Sales & Alliances

Life on the team

Do you have experience in Customer Success Cisco or the wider Software Industry and arelooking to make the next step in their career Do you have experience in customer successmethodologies software lifecycle services or in Cisco technologies. We will empower you to put customers first and support our customers to drive onboardingdeployment adoption value realisation and consumption of Cisco Software to enableclients to maximise time money and mitigate risk across their estate whilst extracting bestvalue from their investments.

The Technology and Partner Sales team focused on technology sourcing and professionalservices growth is a team designed to allow commercial technical and approach vigourthroughout the campaign cycle. The team is made up of a number of roles which work in harmony to work collectively onsolutions 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 passionfor Computacenter and delivering outcomes to save our Customers time and money andassist them to mitigate risk.

What youll do

• The role of the Partner Customer Success Manager (CSM) is to drive onboardingdeployment adoption value realisation and consumption of Cisco Software across thepartner end customers while fostering positive renewal sentiment and growth of CiscoSoftware footprint.
• The CSM assists in progressing Cisco software deployments and actively tracksdeployment status and adoption reporting the progress to Customer Computacenter andCisco stakeholders.
• The CSM facilitates use case identification activities for entitled Cisco software andrecommend implementation services from Cisco Computacenter or our other partners.
• The CSM will be supported by the CX program the Cisco BDM & PM and theComputacenter account team as well as leveraging relationships within the Cisco teamssupporting the Customer.
• Manage customer liaison to transact complex services and complex solution sales tomaximise profit.
• Responsible for Customer Success documentation and methodology to enable the salesprocess and demonstrate value back to the Customer.
• Proactively builds trust and a network of customer connections across multipleorganisations stakeholder levels and opportunities.
• Act in accordance with Computacenter Information Security Policies and report anypotential or actual Security events or other Security risks to the organisation.
• Driving software services adoption and value realisation leading to successful renewalsand growth. Proactively identifying renewal risks and using insights to increase customerretention.
• Developing and maintaining strong executive and technical relationships with customerpartners to understand their challenges and objectives and advocating for their needswithin Cisco as Voice of the Customer.
• Owning financial aspects including revenue and margin across products and servicesand making strategic investment decisions.
• Building and implementing adoption plans that align with customer goals to improve theirtechnology investments and promote full utilisation of Cisco technologies.
• Collaborating with multiple teams across Cisco and Computacenter including (but notlimited to) Sales Customer Success Renewals and Business Entities to identify usecases craft and deliver solutions and facilitate workshops to review adoption progressand drive customer outcomes.

What youll need

• 5 years Cisco / SW Industry experience in Customer Success and/or Sales/Deliveryexperience with a solid understanding of software lifecycle practices.
• Knowledge of Customer Success methodology preferred preference ToTango toolingproven 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 andopportunities
• 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 TogetherBehaviours and Roles specific competencies (customer health / net promoter score).
• Generation of new business opportunities in customer base and new customers (crosssell 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.

About us

With over 20000 employees across the globe we work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and helping our customers to source transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the worlds greatest organisations driving digital transformation enabling people and their business.