Customer Experience Manager

About the Role

Cisco is seeking a Customer Experience Manager to join its Customer Experience (CX) team in Riyadh, Saudi Arabia. This full-time role involves leading the strategic alignment, adoption, and value realization of Cisco software and services for key enterprise accounts within the region. The successful candidate will work to ensure customers achieve measurable business outcomes and improve their return on technology investments.

Key Responsibilities

• Lead the strategic alignment, adoption, and value realization of Cisco software and services across key enterprise accounts.
• Partner with Sales, Renewals, Customer Success Specialists (CSS), Business Entities (BE), and delivery teams.
• Take end-to-end accountability for creating and delivering comprehensive lifecycle adoption plans for 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 Qualifications and Experience

• A minimum of 10 years of experience in a relevant field.
• Demonstrated ability to drive strategic alignment and value realization in customer accounts.
• Experience in managing financial aspects of services, including revenue and margin.
• Proficiency in using modern tools such as AI, automation, and predictive telemetry dashboards.

Work Conditions

This is a hybrid full-time position, requiring 48 hours of work per week. The role is based in Riyadh, Riyadh, Saudi Arabia.

Application Process

Cisco is committed to securing long-term renewals and ensuring customer success. Qualified candidates are encouraged to apply.