Customer Success Journey Lead, Security

2 weeks ago

Singapore Cisco Systems Full time

In this critical role, you will define and craft the customer experience adoption journey across global geo’s, buying programs, architectures, solution domains, use cases, products, platforms and systems. Further to this is the ability to develop customer centric high-level capability roadmaps outlining the key areas of value realization that will lead to a streamlined renewal managing the customer experience. As the journey manager you are the owner within the business of driving the adoption experience.

**Detailed tasks would include**:
Partnering with our product management organization as they build detailed use case journeys to connect the dots across the architecture
Auditing and mapping of the customer adoption journeys across all media and routes to market for the overall Security portfolio
Act as the glue between different elements of Cisco to enable the frictionless renewal for the customer
Optimizing, testing and validating existing customer adoption journeys, implementing multi-variant testing programs, and using customer insight and data to refine the customers journey to value realization and renewal
Work in positive relationship with the architectural insight's role to link the adoption journey with performance insights as well as our lifecycle content development team to ensure customer effort scoring is measured in our digital experience answering: “Are we making it easier for our customers to find answers to their questions with the material we are making available digitally?”
Contextualize, prioritize, and understand feedback related to the journey and supporting assets
Connect with BE, Lifecycle Success & others on evolution of journey, value messaging & proximity to product
You are a connector correlating insights across many functions to dramatically impact the timeliness for completion of bringing on new programs.

**Skills**:5 to 7 years of proven experience
Comfortable with ambiguity & changing business priorities
Ability to work under tight deadlines
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

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