Overview
Join to apply for the Customer Success Specialist - Cisco role at Computacenter.
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 your career? We empower you to put customers first and support onboarding, deployment, adoption, value realisation and consumption of Cisco Software to enable clients to maximise time, money and mitigate risk across their estate while extracting best value from their investments.
The team
The Technology and Partner Sales team focuses on technology sourcing and professional services growth, enabling commercial, technical and customer engagement throughout the campaign cycle. The team includes:
- Framework and VAR Specialists
- Customer Success Experts and Solution Leaders
- Partner Sales Experts and Technologists
- Commercial and Solution Designers and Optimisation
The team delivers a high-energy sales culture and a strong focus on delivering outcomes that save customers time and money and 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 partner end customers while fostering positive renewal sentiment and growth of Cisco Software footprint.
- Assist in progressing Cisco software deployments and actively track deployment status and adoption, reporting progress to Customer, Computacenter and Cisco stakeholders.
- Facilitate use case identification for entitled Cisco software and recommend implementation services from Cisco, Computacenter or other partners.
- Be supported by the CX program, the Cisco BDM & PM and the Computacenter account team, leveraging relationships within Cisco 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 build trust and a network of customer connections across multiple organisations and stakeholder levels.
- Act in accordance with Computacenter Information Security Policies and report potential or actual security events or risks.
- Drive software, services adoption and value realisation, leading to successful renewals and growth; proactively identify renewal risks and use insights to increase retention.
- Develop and maintain strong executive and technical relationships with customer partners to understand challenges and objectives and advocate for their needs within Cisco as the “Voice of the Customer”.
- Own financial aspects, including revenue and margin across products and services, and make strategic investment decisions.
- Build and implement adoption plans that align with customer goals to improve technology investments and full utilisation of Cisco technologies.
- Collaborate with Sales, Customer Success, Renewals and Business Entities across Cisco and Computacenter to identify use cases, craft and deliver solutions, and facilitate workshops to review adoption progress and drive outcomes.
What you\'ll need
- 5+ years of Cisco / software industry experience in Customer Success and/or Sales/Delivery, with a solid understanding of software lifecycle practices.
- Knowledge of Customer Success methodology preferred; experience with ToTango tooling or similar customer success tools is desirable.
- Knowledge of Cisco technology, licensing and products preferred.
- Ability to build effective relationships across multiple customers and opportunities.
- Ability to communicate at all customer levels and manage expectations.
- Analytical and critical thinking skills across data, commercial and financial aspects.
- Negotiation and influencing skills applied across customer organisations.
- Ability to resolve significant customer issues while moving the business forward.
- Ability to build and work in effective virtual teams.
Performance Indicators
- Contribution growth from aligned customers (land and expand).
- Feedback from stakeholders and customers demonstrating Winning Together behaviours and role-specific competencies (customer health / net promoter score).
- Generation of new business opportunities within the customer base and with new customers (cross-sell and adjacency).
- Contribution to campaign teams in large, complex contractual services opportunities (working in virtual teams).
- Rebate attainment to Computacenter in line with Cisco KPIs / metrics.
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