Director, Customer Experience

Meet the Team

Join Cisco's Customer Experience (CX) team and be a part of an exciting transformation! We're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions. As a key player in this journey, focus on value creation for customers across the whole portfolio of products, software, and services. You will help customers maximize the value of their Cisco technology investments. Your role will be crucial in encouraging deep trust and building lasting relationships with our customers.

By joining us, you'll work in a dynamic and innovative environment that values simplicity and customer centricity and work to foster an integrated, outcome-driven approach to customer engagement. Ensure that every interaction is aligned with the customer’s needs and accelerates their ability to realize outcomes effectively.

We celebrate diversity and believe that varied perspectives drive innovation and excellence. You'll collaborate with cross-functional teams focused on technology service delivery and software adoption leveraging data-driven insights to create a seamless customer experience.

Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. Together, we'll set new industry standards and redefine the future of customer experience. If you're passionate about making a difference and eager to be at the forefront of CX innovation, here is the place for you!

Your Impact
As the Director - Customer Experience, you will be the leader of a team with Customer Experience Principals/Managers (CXM), Customer Success Managers (CSMs), and Customer Program Manager (CPM) resources. You will play a pivotal role in working with customers via your team to drive adoption, managing the CX services business and drive the growth of our business. You will take end to end ownership including revenue and P&L for your customer segment team.
You will be the executive contact for customers that your team are aligned to and will support your team to develop strategies that will enable success. You will be responsible for ensuring the delivery of outcomes the customer is expecting from the Cisco Portfolio.

You will support CX teams to engage with both executives and technical partners within the customer to ensure the execution of:
* Adoption of software, services and value realization leading to successful renewal and growth.
* Mitigation of renewal risk throughout customer journey and in alignment with Renewals teams.
* Strong executive and technical influence with customers and understanding their business challenges and objectives.
* Advocate for the customer within Cisco across functions (e.g. Business Units, Finance, Sales) where necessary.
* Accountable services revenue, margin and software adoption KPIs across the customers within your segment portfolio.
* Support teams to build and execute Technical Adoption Plans in partnership with CSS that align with customer goals.
* Align Delivery, Partner, Architecture, and Customer Success functions to support your customers’ portfolio adoption and usage.
* Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers and team members.

You will model leadership and accountability through achieving financial and customer satisfaction targets for the accounts in your stewardship. You will support your team in proactively taking accountability for achievement in their accounts. You will be a strategic thinker, helping your team align their actions with broader business objectives. You will model making decisions based on data insights that consider positive long-term impact. You will foster a collaborative team environment, build trust, and ensure teams work effectively together. You will use your strong communication skills to motivate teams and influence stakeholders.

Who You'll Work With

In this role, you will be the leader of a team with Customer Experience Principals/Managers (CXM), Customer Success Managers (CSMs), and Customer Program Manager (CPM) resources. You will provide executive stakeholder management of Customer Technical and Operational Leaders and Executives. You will collaborate with CX teams and Partners to drive value realization. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.

Minimum Qualifications

• Bachelor’s degree in engineering, Computer Science, Business, or related field preferred; advanced degree or industry certifications are a plus.

• Possess 15 + years of experience and solid understanding of Cisco technologies and architectures across Networking, Security, Collaboration, Cloud, Automation, Observability, and Software/Subscription business models.

• Good understanding of Enterprise industry trends, digital transformation, cloud networking, AI-driven operations, and managed services across ASEAN markets. You are a strategic problem solver with a strong background in customer success and technology adoption.

• You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers, your team and cross-functional leaders.

• You're confident delivering financial KPIs and making strategic investment decisions. You have a demonstrated understanding of software and service adoption, mitigating renewal risks, and improve customer dedication.

• You have a deep understanding of Cisco, our technology, and the industry landscape, while representing Cisco at executive levels with our customers.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.