Servion Global Solutions - Customer Success Manager - Contact Center

About the job:

8-12 years experience, UC/CCaaS Solutions (Avaya, Genesys, Cisco), VoIP & SIP Protocols, Cloud Migration, AI-driven Automation, Incident/Release Management, Stakeholder Engagement, and Customer Success Management

1. Customer Engagement and Relationship Management:

- Act as the primary point of contact for the customer, building trust and long-term relationships.

- Develop a thorough understanding of the customer's business goals, challenges, and objectives.

- Conduct regular check-ins, Quarterly Business Reviews (QBRs), and strategic discussions to align Cisco's offerings with customer needs.

2. Adoption and Value Realization:

- Drive product adoption by educating customers on best practices and Cisco's capabilities.

- Create adoption plans and success metrics to ensure customers fully utilize Cisco solutions.

- Monitor and report on key performance indicators (KPIs) to showcase the value delivered by Cisco solutions.

3. Renewals and Growth:

- Collaborate with the Sales and Account teams to identify upselling and cross-selling opportunities.

- Support renewal discussions by demonstrating ongoing value and resolving concerns.

- Identify areas for expanding Cisco's footprint in the customer's ecosystem.

4. Escalation and Advocacy:

- Act as the voice of the customer within Cisco, advocating for their needs and challenges.

- Manage and resolve escalations by coordinating with internal teams and stakeholders.

- Provide feedback to Cisco's product teams to improve offerings based on customer insights.

5. Collaboration and Coordination:

- Work closely with Account Managers, Solution Architects, and Delivery teams to ensure customer success.

- Coordinate with Technical Assistance Centers (TACs) and Cisco Professional Services for issue resolution and solution implementation.

- Partner with Cisco's Partner Success Managers to ensure seamless delivery and support.

6. Enablement and Training:

- Provide resources, training, and knowledge-sharing sessions to help customers maximize their investment.

- Ensure the customer's team is self-sufficient by facilitating technical enablement and ongoing learning.