Chief Customer Experience Strategist

4 weeks ago


London, Greater London, United Kingdom Cisco Systems, Inc. Full time

Cisco Systems, Inc. is seeking a highly skilled Chief Customer Experience Strategist to drive the successful adoption and utilization of our technologies and services within customer organizations.

We are looking for an experienced professional with a strong background in customer success and technology adoption to join our team as a Chief Customer Experience Strategist. As a key member of our organization, you will play a crucial role in driving value realization and growth by mitigating renewal risks and increasing customer retention rates.

About the Role

In this role, you will be responsible for:

  • Driving software and services adoption, leading to successful renewals and growth by mitigating renewal risks and increasing customer retention rates.
  • Advocating for customers within Cisco, ensuring their needs are met, and they receive a high-quality customer experience.
  • Owning financials, including services revenue and margin, and making strategic financial decisions.
  • Building and implementing Technical Adoption Plans and E2E Customer plans in partnership with CSS, aligning with customer goals to improve technology investments and promote full use of our technologies.

You will partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and our Partners to drive value realization.

You will collaborate with Sales, Renewals, the Solution Development Architect team, and Deal Acceleration teams to assist in driving ARR and services growth.

About You

To succeed in this role, you will need:

  • 3 years of delivery experience and a solid understanding of software lifecycle practices.
  • Experience in developing and cultivating strong relationships with executive level customers.
  • Experience leading diverse, cross-functional virtual teams in a collaborative, matrixed organization.

We offer a competitive salary range of $120,000 - $180,000 per year, depending on location and experience, plus performance-based incentive pay on top of your base salary.

Our sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid, and we may pay up to 125% of target for non-quota-based sales performance elements.



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