Sr. Client Success Specialist – Lifecycle Management/Cisco focus

Sr. Client Success Specialist – Lifecycle Management/Cisco focus

Requirements

• 5+ years minimum experience working directly with enterprise-level customers in the Cisco space
• Experience supporting and working within Cisco licensing models and Smart Accounts
• Cisco Customer Success Manager (DTCSM) required
• Excellent people leader and mentor, open to direction and collaborative work style and commitment to get the job done
• Experience in delivering client-focused solutions based on customer needs while cultivating an excellent customer experience
• Successful management of competing priorities and adapting to evolving circumstances in real-time
• Strong computer skills, including MS Office, and partner portals
• Exceptional communication and writing skills
• Personable team player
• Ability and experience adapting to new processes and procedures

Responsibilities

• Cultivate strong, positive relationships with key client stakeholders and account teams
• Act as the main point of contact for clients, understanding their needs and proactively addressing any concerns
• Lead the onboarding process for new clients, ensuring a smooth transition to Cisco software solutions
• Develop and execute comprehensive adoption strategies to maximize client utilization of software features and functionalities
• Monitor and analyze key performance indicators related to software adoption
• Drive conversations with customers to demonstrate alignment between customer objectives and technology solutions purchased
• Align with Trace3 customers to develop a clear understanding of each customer’s strategies and goals
• Research and stay up to date on strategic partner programs and initiatives
• Analyze data related to software usage and costs to identify potential cost-saving opportunities and optimize software licenses
• Stays current with industry and technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders
• Manage a repeatable and predictable process creating efficient and robust Customer Success plans for technology portfolios that drives business objective achievements
• Coach customer and account team to support customer adoption and active usage of products and services that are aligned to outcomes and objectives defined within agreed-upon customer success plans
• Facilitate additional resources as needed
• Understand key initiatives of strategic partners and work to execute on the activities on a timely basis
• Communicate goals and objectives to the sales, solution architects, and functional business units
• Assist and lead in partner activities by demonstrating expertise in various areas
• Plan and execute initiatives to reach the target objectives with our strategic partners
• Assist in creating and distributing company internal communications
• Assist in managing external design resources
• Provide reporting to the LCM Client Success Manager and Management Team
• Perform additional requests as needed in support of the LCM Team

Preferred Qualifications

• Bachelor’s Degree preferred