What You'll Do
The new Customer Experience Renewal Manager (RM) role is a highly visible, strategic position to empower key customers to continue to transform their business and meet their objectives through Cisco solutions.
You will be accountable for owning and executing a portfolio of renewal contracts of Cisco products and services across an assigned customer account. RM's work with customer executives, partners and across Cisco teams to develop a holistic, deep view of customer requirements and objectives and define a strategy to drive renewals to on-time closure, as well as minimize renewals risk and financial attrition. You will bring strong knowledge of negotiation strategies and orchestrates cross-functional resources across the company and with partners to provide a unified path to secure every renewal.
Key responsibilities and activities include:
• Drive CX Renewals motion with the customer and manage a team of Cisco resources for all renewal activities from opportunity identification to negation to close
• Focus on selling the existing portfolio and new offers
• Renew, up-sell and close on-time contracts in assigned territory
• Increase sales penetration at existing accounts
• Understand customers and partners procurement process
• Maintain internal and external relationships in support of closing the sale
• Build deep relationships with customer executives and partners to understand objectives and accelerate their path to value
• Utilize data and insights from the Customer Experience Executive (CXE) and cross-functional resources to co-create the customer renewal sales strategy with the account team; play a key role in developing the integrated account plan and success plan
• Conduct quarterly onsite visits with specific customers, partners and account teams to ensure continued satisfaction
• Understand the overall industry environment
• Attend and present at internal meetings with other company organizations that are necessary to perform duties; aid business development
• Monitor and report on market and competitor activities and provide meaningful reports and information
• Analyze data and trends to identify growth opportunities
Who You'll Work With
This role resides in the Customer Experience organization, one of Cisco s fastest growing teams that delivers profitable growth throughout the customer lifecycle with a series of selling motions to drive higher value and an optimal experience from Cisco solutions.
Who You Are
• Excellent executive level communication and presentation skills
• Process Expert: Strong process management skills and financial acumen with the ability to effectively develop and implement policies for forecasting, data quality and accuracy
• 7+ years of leadership experience with a solid focus on negotiating contracts and strategy
• 5+ years of experience with subscription and software offers
• Education: Bachelor degree; Master s degree preferred.
• Industry certifications preferred (e.g. ITIL, PMP, COBIT, Six Sigma)
• Proficient in Salesforce and Microsoft Office (Outlook, Excel, Word and PowerPoint)
If you are looking for hands-on involvement in shaping the future direction of Cisco and Customer Experience, we have a place for you.
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