Cisco Customer Success Leader, North America - IMImobile in Boca Raton, Florida
Imimobile (now part as Cisco) North America provides cloud communications software and services that manage business-critical customer interactions at scale. With global offices across the UK, USA, Canada, India and South Africa, we believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences.
What You’ll Do
We are looking for a Head of Client Success to join our North America region, UK office. You will play a pivotal role in the leadership and delivery of our commitments to existing clients of their region from the point-of-sale confirmation and throughout a client's use of IMI solutions.
As a key leader within the North America region, you will drive our existing business financial performance, and securing outstanding client retention by understanding and embracing their business challenges, and evidencing the value our products and solutions provide in solving these.
Inspire, grow and develop talent while providing vision and setting direction for the Client Success teams
Understand our clients business, listen to their needs, facilitate usage of our solutions
Deliver against the organic growth target of existing client revenue and gross profit
Service assurance against our client contractual requirements
Managing and securing all non-competitive renewals of customer contracts
Delivering year on year NPS and Client Satisfaction score improvement
Forecasting and tracking budgeted commercial outcomes, and evidencing client and industry insights related to over and under performance
Build a trusted and deep engagement with strategic client decision makers and influencers, securing case studies and evidence client specific value creation though our products and solution delivery
Establish 6, 12, and 18 month plans for achieving the role objectives to ensure success is delivered
You will also be accountable for the following Key Performance Indicators:
Existing Business Revenue and GP target achieved/exceeded
Renewals due in the period secured
Client Service Assurance audits pass with no critical or major observations
Client satisfaction and NPS targets achieved
Securing the targeted case studies set
New to Existing opportunity pipeline (handover to sales) targets met
Who You’ll Work With
In this highly visible and impactful role, you will collaborate with Sales, Technical Operations, Delivery, Product & Engineering and Product Success team leadership, being the voice of the Client, identify what is needed and then influence and drive internal decision making across the business with client impact and opportunity in mind.
Who You Are
We are interested in you because you’re you and we’re pretty flexible, but there are some things that we feel really strongly about…
Excellent Communication - You articulate your thoughts and ideas clearly as well as offer critique to those around you
Curiosity - A spirit of enquiry and a desire to understand; why?
Passion - Real enthusiasm and excitement for our industry and sector
Wit - Inventive thought and quick understanding
Teamwork - Great things are delivered by great teams, and great teams are made up of great people
Minimum degree level qualified, and committed to meaningful professional development ongoing
8yrs experience in managing client relationships involving business critical solutions, and complex SaaS propositions both directly contracted and via partnership sales
5yrs in leadership and management roles in the area of Client Success, Client Account Management, or related roles
Be a product, industry and strategic expert that knows how to deliver, innovate and evidence value from a software suite for clients
Planning and setting functional area revenue and growth forecasts across multiple currencies and territories
Delivered consistent over performance against financial targets through a team, having held multi-million USD per annum financial responsibility.
Influencing product development using client requirements and feedback
Direct exposure to and learnings from supporting and managing client programs through multi-year platform migrations
Strong client presentation creation and delivery skills
Ability to thrive in a fast paced, technically orientated and rapid change environment
Experience supporting clients in at least 2 of the following industry areas: Financial Services, Mobile Network Communications, Retail, Parcel Delivery, or similar
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.