AppDynamics Global Customer Success Leader

The Global AppDynamics Customer Success Leader role is a highly visible, strategic position that connects the sales motion with our CX success teams to drive success program delivery in Cisco’s AppD customers globally. Your team will lean on their understanding of the market/industry to understand customer priorities, complete business success motions, and recommend best-practices or precision engagements tailored to each customer’s needs. Creativity and an ability to partner cross-functionally will be key as you implement and optimize digital and partner-led campaigns and packages. You will be responsible to driving your team meet their quarterly adoption metrics, hosting weekly adoption update calls with the business entity, sales, and renewals stakeholders, handling customer escalations globally, and leading a global customer success team.Who You’ll Work With:You will work with other Cisco account teams such as key partners, AppD Business Entity, services sales and renewal leaders, regional partner teams, and customer success specialists to help achieve goals for customer success. Who You Are:

Ability to lead team to hit and exceed quarterly adoption metrics

Strategic problem solver who can develop/implement a GTM strategy across all stages of the customer lifecycle and is skilled at driving continued process improvements

Ability to work in a matrix team environment able to use full team and cross functional resources to ensure successful customer experience at each interaction

A customer-focused attitude with a strong grasp of relevant success stories, customer metrics, and creative ideas to drive outstanding outcomes

Strong appreciation for customers and a passion for revenue and growth

Ability to encourage, guide and influence others. Persuasion, negotiation, and consensus building skills are key

Responsibilities include:

Responsible for continuous improvement of results, reporting of said results, crafting and delivering business plans to key partners, and ensuring support and alignment across the global leadership team.

Align and collaborate with business units and enablement teams to deliver packaged end-to-end customer success blueprints and supporting assets (adoption strategy, change management plans, success review) to partners and customers.

Implement AppDynamics Success Programs activities and managing recommend actions tracking and resolution for customers within the assigned theater via digital engagement, Success Track deliverables (ATX/ACC), or 1:1 engagements with customers.

Work with key partners to set the vision, strategy, routes-to-market and execution steps of the success programs to be performed across the target customers in the segment and/or region.

Collaborate with the digital success teams, business units, and product management teams to build digital campaigns aligned to the theater priorities and the needs of customers. Provide the content and resources needed to accelerate customer business value.

Required Experience:

7+ years in a customer facing role along with a bachelor's degree. Master’s degree a plus.

Experience with subscription and software offers

Prior success with understanding quantitative customer metrics -NPS/CSAT, ARR - to tailor interactions and drive measurable next steps to ensure customer adoption and renewal

Knowledge of Cisco’s AppDynamics product, business strategies, industry trends and valuable practices to drive customer success at scale

Understanding of Success Program structure and content

Proficiency in digital marketing and digital customer engagement

Why Cisco:

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Why Cisco? #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and size to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.We tackle whatever challenges come our way. We have each other’s backs, we recognise our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions. So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCiscoCisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.