1. Key Goal
A Cisco Customer Success Manager (CSM) will work closely with a designated portfolio of customers to ensure they achieve their desired business outcomes through the effective use of Cisco solutions. To serve as a trusted advisor, guide customers throughout their journey, and to help drive product adoption, satisfaction, and renewals.
2. Responsibilities (Managerial & Operational)
• Customer Engagement & Advocacy:
o Develop strong relationships with customers to ensure a deep understanding of their business goals, challenges, and needs.
o Proactively engage with customers to drive product adoption and ensure they benefit maximum value from Cisco’s solutions.
o Advocate for customers within Cisco to ensure their needs and concerns are addressed.
• Onboarding & Training:
o Lead customer onboarding processes to ensure smooth implementation of Cisco products and services.
o Conduct training sessions to ensure customers’ teams are proficient in using Cisco solutions.
• Product Adoption & Value Realization:
o Monitor and drive the adoption of Cisco solutions within the customer’s environment.
o Identify opportunities to expand product usage and value, and drive customer awareness of additional features and products.
o Work with customers to set KPIs and ensure they are met through product usage.
• Customer Health Management:
o Monitor the health of customer relationships using health scores and engagement metrics.
o Identify risks and work proactively to resolve issues that could impact customer satisfaction or retention.
• Renewals & Expansion:
o Manage contract renewals and work with sales teams and Renewal Manger to identify and drive opportunities for upsell and cross-sell.
o Provide visibility into customer success metrics and work towards increasing renewals, upsells, and product expansion.
• Customer Feedback & Improvement:
o Collect and relay feedback from customers to the product and engineering teams to improve our offerings.
o Participate in regular customer review meetings to assess progress, gather feedback, and ensure continuous alignment with their business needs.
• Collaboration with Internal Teams:
o Collaborate with Sales, Technical Support, Engineering, and Product Management teams to address customer needs and issues.
o Share customer insights with the broader Cisco team to enhance overall customer experience.
o Considerate of co-workers.
• Reporting:
o Regularly report on customer success metrics and performance, ensuring the customer is on track to achieve their business goals.
o Share insights and progress updates with customers and internal teams, highlighting successes, areas for improvement, and any adjustments needed to meet customer objectives.
Create and present reports (such as Success Plans or Health Index) to both customers and internal stakeholders, ensuring transparency in customer progress and needs.
• Training and Certification Compliance
o Actively participate in all required training sessions and professional development programs, demonstrating a commitment to continuous learning. Successfully complete all associated assessments and certification exams within designated timelines.
3. Competencies (Soft Skills)
• Excellent communication and presentation skills.
• Strong problem-solving skills and the ability to troubleshoot customer issues effectively.
• Ability to work independently and collaborate across different teams.
• Solid understanding of customer success metrics (e.g., customer health, usage metrics, etc.).
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Experience with CRM tools and customer success platforms.
• A passion for customer advocacy and delivering exceptional service.
• Results-oriented with a focus on driving customer success and achieving business objectives.
• Strong interpersonal skills with an ability to build trust and rapport with clients at various levels within an organization.
4. Personnel specifications
• Current labor legislation of the Azerbaijan Republic.
• Methodological and normative materials related to company management system.
• Requirements for business risk assessment documents.
• Internal company procedures, instructions related to Development Team Leader
• Orders and instructions of the Commercial and General Director of BestComp Group LLC.
• Requirements of this job description.
• Rules and norms of labor protection.
• Fire safety rules.
• Internal labor regulations.
• ISO 9001:2015 International Standard for Quality Management Systems requirements
• ISO 45001: 2018 International Standard for Occupational Health and Safety Systems requirements.
• ISO 27001:2013 International Standard for Information Security Management System requirements
5. Required Qualifications
Specific areas of expertise:
• Ability to manage multiple stakeholders and competing priorities.
• Experience with contract management tools and procurement systems.
• Familiarity with IT infrastructure and enterprise networking technologies.
• Experience with Cisco certifications or related technical certifications is a plus.
Computer skills:
• Excel, Word, Outlook, Project, Visio, PowerPoint, Dynamics
Languages:
• Azeri, Russian excellent, and English good in written and oral
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