Customer Experience Manager – Federal

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $173.7k - $223.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Cisco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🔧 Hardware

🔐 Security

🏢 Enterprise

Hardware • Security • Enterprise

Cisco is a multinational technology company that provides networking hardware, software, and services to enterprises, service providers, and governments. It builds routers, switches, optical transceivers, programmable silicon, and edge computing platforms, and offers security, collaboration (Webex), observability, and AI-enabled software and support services to help organizations design, operate, and secure large-scale networks and data centers. Cisco also delivers professional services, training, and cloud-managed solutions to support digital transformation and AI-ready infrastructure.

📋 Description

• Drive adoption of software and services and value realization to support renewals and growth • Proactively manage and mitigate renewal risk throughout the customer journey • Develop and maintain executive and technical influence with customer stakeholders • Advocate for customers within Cisco and communicate customer feedback to product teams • Apply AI and automation tools to analyze customer environments and identify optimization opportunities • Manage services revenue, margin, and strategic investment decisions for defined accounts • Create and execute end-to-end adoption plans across 2–3 accounts • Oversee service performance, customer outcomes, risks, and mitigation actions • Integrate Cisco technologies and AI-driven insights across accounts • Collaborate with CSS, partners, business entities, delivery, sales, renewals, and customer success teams • Integrate adoption plans into portfolio views tied to customer value and retention targets • Coordinate resources against lifecycle milestones • Act as a trusted advisor to senior IT and business stakeholders • Lead customer engagements, Customer Value Workshops, and quarterly customer business reviews • Align account strategies with sales growth opportunities and Cisco priorities • Coordinate teams during high-visibility outages or escalations • Use metrics and business intelligence to develop targeted adoption strategies • Partner with CSS and business entities on automation and digitization strategies • Develop enterprise customer success plans and Splunk roadmaps • Articulate solution value, expand use cases, and present executive business reviews

🎯 Requirements

• Must be a U.S. citizen • Must maintain an active U.S. security clearance of Top Secret or higher • Must have the ability to obtain a security clearance • Bachelor’s degree plus 12 years of related experience, or Master’s degree plus 8 years, or PhD plus 5 years, or equivalent relevant work experience • Associate-level certification such as CCNA, or equivalent relevant certification, expected • Industry trend certifications • 5+ years of related experience in software, subscription services, and IT/Security organizations • Experienced, tenured SaaS-focused customer success manager in cybersecurity, IT operations, or observability • Track record delivering technology-based outcomes in Fortune 500 customers • Track record working at executive/C-suite level on both customer and vendor sides • Ability to establish customer journey outcomes and milestone-based plans • Strong collaboration and dynamic presentation skills • Self-motivated with experience leading programs and understanding how technology drives business • Ability to eliminate adoption obstacles using creative and adaptive approaches • Comfortable working in a dynamic technical organization with large customers • Experience using Splunk or adjacent technologies in a large enterprise environment • Experience leading or developing teams

🏖️ Benefits

• Medical, dental and vision insurance • 401(k) plan with a Cisco matching contribution • Paid parental leave • Short- and long-term disability coverage • Basic life insurance • Cisco restricted stock unit grants may be available • 10 paid holidays per full calendar year • 1 floating holiday for non-exempt employees • 1 paid day off for employee’s birthday • Paid year-end holiday shutdown • 4 paid days off for personal wellness • 16 days of paid vacation time per full calendar year for non-exempt employees • Flexible vacation time off program with no defined limit for eligible exempt employees • 80 hours of sick time off provided on hire date and each January 1st thereafter • Up to 80 hours of unused sick time carried forward from one calendar year to the next • Additional paid time away for critical or emergency family issues • Optional 10 paid days per full calendar year to volunteer • Annual bonuses for non-sales roles, subject to Cisco’s policies • Performance-based incentive pay for employees on sales plans • Opportunities to grow and build • Global network of doers and experts