Job type full-time
Full job description
Core bts partners with clients to leverage technology that transforms their business and enables changeThe customer experience (cx) team empowers our clients to succeed.
The lead of customer success supports a growing team that delivers profitable growth throughout the customer lifecycle with a series of selling motions to drive higher valueHe or she is responsible for continuous improvement of results, managing customer success managers, delivering success plans to key stakeholders, reporting of said results, and ensuring support and alignment across the leadership teamThis role ensures that the cx team is driving customers to successfully adopt and realize continuous business value from their saas solutions, properly communicating and working collaboratively with respective business leaders at core btsEssential to the role is effective measurement and management of diverse teams.
Essential duties and responsibilities:
Manage the saas lifecycle adoption practice across the cisco software portfolio.
Oversee lifecycle processes and customer touch points, including executive sponsor program, ebr/qbr process, and “listening” points on usage and nps.
Team leader responsible for developing, coaching, and mentoring customer success managers across all cisco architectures.
Team leader in the development of adoption success plans, creation of custom onboarding playbooks and actionable deliverables that have a direct line-of-sight linkage back to the customer’s business strategy and targeted business outcomes.
Responsible for all cx activities from onboarding to value realization.
Proactively monitor customer and end user engagement to identify potential risks and prevent customer churn.
Provide customer insights based on strong knowledge of best practices for architecture, implementation, migrations and adoption.
Working closely with customer success managers, sales, presales and renewals teams to drive all renewals from opportunity identification to negation to close.
Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement.
Serve as the lead spokesperson and ambassador for the customer success team to cisco partners.
Bachelor’s degree required; master’s degree preferred.
Industry certifications preferred (e.gItil, pmp, cobit, six sigma).
3+ years’ experience in leading customer-facing organizationsProven successful consulting with key technical and sales acumen.
5+ years of experience with subscription and software offers.
Proficiency in microsoft office (word, excel, powerpoint, outlook) required.
Experience in servicenow, salesforce, cisco software central, cisco commerce subscriptions & services, enterprise agreement workspace, and partner program enrollment preferred.
Experience with cisco data center and enterprise networking architectures preferred.
Excellent executive level communication and presentation skills.
Strong process management skills and financial acumen with the ability to effectively develop and implement policies for forecasting, data quality and accuracy.
Benefits: you`ll love working at core bts not just for the usual benefits, but for our environment and culture!
You`ll work with a great group of people in a highly collaborative team and results oriented atmosphere
You`ll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle
You’ll work with large, sophisticated, and progressive clients throughout north america
We provide a comprehensive benefits program including: health, vision, and dental insurance, life insurance, health/dependent care flexible spending, 401(k) plan, short-term and long-term disability coverage, generous vacation and flex time off programs, company paid holidays, and training and development opportunitiesNotices: the above description is intended to describe the general nature and level of work performed by individuals assigned to this positionThis is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this positionReasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilitiesCore bts, incIs an affirmative action/equal opportunity employerCore bts will consider qualified candidates with criminal histories in a manner consistent with the los angeles fair chance initiative for hiring ordinance and/or applicable law(s).