Customer Experience Manager

About the Role

Cisco Saudi Arabia is seeking a Customer Experience Manager to join its 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 within Saudi Arabia. The manager will collaborate with Sales, Renewals, Customer Success Specialists (CSS), Business Entities (BE), and delivery teams to ensure customers achieve 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 experiences.

Required Experience

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

Company Overview

Cisco has been developing solutions for 40 years, focusing on how humans and technology work together across physical and digital worlds. The company's solutions provide security, visibility, and insights across the digital footprint. Cisco emphasizes collaboration and innovation to create solutions that connect and protect organizations.