Customer Experience Manager

Role Overview

Customer Experience Manager at Cisco, Riyadh, Saudi Arabia (Hybrid).

Company Overview

Cisco is a global innovator revolutionizing how data and infrastructure connect and protect organizations in the AI era. For 40 years, Cisco has created solutions that power how humans and technology work together across physical and digital worlds, providing customers with unparalleled security, visibility, and insights across their entire digital footprint.

Role Purpose

Lead strategic alignment, adoption, and value realization of Cisco software and services across key enterprise accounts in Saudi Arabia. Partner with Sales, Renewals, Customer Success Specialists, Business Entities, and delivery teams to ensure customers achieve measurable business outcomes, secure long-term renewals, and improve return on technology investments.

Key Responsibilities

Customer Lifecycle & Adoption

• Take end-to-end accountability for creating and delivering comprehensive lifecycle adoption plans across 2–3 strategic accounts.
• Lead end-to-end software adoption strategies and customer lifecycle management for enterprise accounts.
• Eliminate adoption barriers and streamline technical workflows using modern AI, automation tools, and predictive telemetry dashboards.

Executive Engagement & Advisory

• Serve as a trusted advisor to senior IT and C-level executives.
• Lead Customer Value Workshops and Customer Business Reviews (CBRs) to demonstrate tangible return on investment.
• Drive technical transformation and executive reviews (CBRs/QBRs) with senior business leaders.

Financial & Renewal Management

• Oversee services financials, including revenue, margin, and strategic investment decisions.
• Manage contract governance and demonstrate financial accountability for services revenue and margin.
• Proactively identify and mitigate renewal risks.

Stakeholder Partnership & Voice of Customer

• Partner closely with Sales, Renewals, Customer Success Specialists, Business Entities, and delivery teams.
• Support the voice of the customer across Cisco to deliver top-class experiences.

Qualifications & Experience

• Bachelor's degree in Business, Computer Science, Information Technology, Engineering, or a related field.
• 12+ years of experience in customer success, service delivery management, technical account management, or technology consulting.
• Experience leading end-to-end software adoption strategies, customer lifecycle management, and value realization for enterprise accounts.
• Demonstrated financial accountability managing services revenue, margin, contract governance, or renewal risk mitigation.
• Experience acting as an executive advisor to senior IT and business leaders, driving executive reviews (CBRs/QBRs).
• Associate-level technical certification (e.g., CCNA, Cloud, or AI Associate).

Skills & Competencies

• Practical experience using AI-driven analytics, predictive dashboards, and automation tools to optimize customer health and operational workflows.
• In-depth knowledge of Cisco's networking, cloud, and software subscription portfolios (EA) and CX LAER lifecycle delivery models.
• Experience leading large enterprise, public sector, or strategic accounts within Saudi Arabia and the broader MEA region.
• Industry certifications in customer success, project management, or cloud architecture (e.g., CCNA/CCNP, PMP, ITIL, CPMAI).

Additional Information

• Contract type: Hybrid Full Time.
• Hours of work: 48 hours per week.
• Travel: Up to 25%.
• Start date: 24 September 2026 for approximately 4–6 weeks.
• Benefits: Healthcare and Insurance, Employee Stock Purchase program, Flexible Spending Benefit, Flex and Schooling Allowances, and many more.