Customer Experience Principal/ Director - Service Provider

Travel required – up to 40%

What You\’ll Do

As a CX Principal, you will play a crucial role in ensuring the successful adoption of Cisco technologies and services within our customer organizations, leading to value realization and business growth. Your responsibilities will include:

1. Driving software and services adoption, ensuring value realization, leading to successful renewals and growth. Proactively managing renewal risks and leveraging insights to increase customer retention.
2. Developing and maintaining strong executive and technical relationships with customer organizations and partners to understand their challenges and objectives, advocating for their needs within Cisco.
3. Owning financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
4. Building and implementing use case-driven adoption plans aligned with customer goals to maximize technology investments and utilization.
5. Collaborating closely with Sales, Service Delivery, Customer Success, Renewals, and other support functions to identify use cases, craft solutions, and facilitate workshops to review adoption progress and achieve customer outcomes.

Who You\’ll Work With

You will coordinate CX resources to drive adoption and work closely with Sales, Renewals, Solution Development Architects (SDA), and Deal Acceleration teams to support ARR growth.

Who You Are

You are passionate about customer adoption with proven experience in IT service delivery leadership within large multinational organizations. You excel in collaborative environments, working seamlessly with Sales, Partners, and extended teams to develop and execute growth strategies. Your leadership ensures customers fully benefit from our solutions.

You possess advanced technology knowledge, guiding clients to meet their business objectives using our solutions. Your experience with ARR growth, revenue, and margin management makes you a valuable asset to both customers and Cisco.

Your dedication to building customer relationships and strategic thinking drives mutual success and continuous value creation.

Minimum qualifications:

• Deep knowledge of SP-related HW/SW technology, preferably with deep Cisco solution expertise, including AI and cloud technologies, along with an understanding of SP business trends (including managed services).
• Strong understanding of service delivery, including Managed Services and software lifecycle practices.
• Proven experience in developing and maintaining strong executive relationships with real-world examples.
• Experience leading virtual, cross-functional teams in a matrix organization.
• Solid experience with recurring revenue concepts, margins, and attrition.
• Fluency in German is required.

Why Cisco?

#WeAreCisco. We bring our talents together to develop innovative technology and foster an inclusive, digital future. Nearly every internet connection worldwide touches Cisco, ensuring data travels securely at light speed. We connect healthcare providers, educational institutions, and businesses of all sizes, helping bridge the digital divide and support communities through diversity, inclusion, and social responsibility initiatives.

We celebrate individuality—whether through appearance, passions, or backgrounds—and believe in making a positive impact through technology and actions. Join us in shaping the future and making a difference!

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