Customer Experience Manager

About the Role

Cisco is seeking a Customer Experience Manager to join the Customer Experience (CX) team in Riyadh. This full-time role involves leading the strategic alignment, adoption, and value realization of Cisco software and services for key enterprise accounts in Saudi Arabia. The manager will work closely with various internal teams to ensure customers achieve measurable business outcomes and secure long-term renewals.

Key Responsibilities

• Take end-to-end accountability for creating and delivering comprehensive lifecycle adoption plans across 2–3 strategic accounts.
• Serve as a trusted advisor to senior IT and C-level executives.
• Lead Customer Value Workshops and Customer Business Reviews (CBRs) to demonstrate return on investment and drive technical transformation.
• Oversee services financials, including revenue, margin, and strategic investment decisions.
• Proactively identify and mitigate renewal risks.
• Utilize AI, automation tools, and predictive telemetry dashboards to streamline technical workflows and eliminate adoption barriers.
• Support the voice of the customer across Cisco to deliver top-class experiences.

Collaboration and Impact

The Customer Experience Manager will partner with Sales, Renewals, Customer Success Specialists (CSS), Business Entities (BE), and delivery teams. This collaboration is essential to ensure customers improve the return on their technology investments and achieve their business objectives.

Required Experience

• A minimum of 12 years of relevant experience is required for this position.

About Cisco

Cisco has been developing solutions for 40 years, focusing on how data and infrastructure connect and protect organizations. The company's innovations aim to power how humans and technology work together across physical and digital environments, providing customers with security, visibility, and insights across their digital footprint. Cisco emphasizes experimentation and the creation of meaningful solutions through its technology and global network of experts.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. Cisco fosters a team-oriented environment where collaboration is valued to achieve global impact.