Customer Success Specialist - Cisco

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Customer Success Specialist – Cisco

Location: UK – London, UK – Hatfield, UK – Manchester | Job-ID: 213169 | Contract type: Standard | Business Unit: Sales & Pre-Sales & Alliances

Life on the team

Do you have experience in Customer Success, Cisco, or the wider Software Industry and are looking to make the next step in your career? Do you have experience in customer success methodologies, software lifecycle services, or Cisco technologies? We will empower you to put customers first and support them to drive onboarding, deployment, adoption, value realization, and consumption of Cisco Software, enabling clients to maximize time, money, and mitigate risk across their estate, while extracting the best value from their investments.

The Technology and Partner Sales team focuses on technology sourcing and professional services growth. It is designed to enable commercial, technical, and strategic approaches throughout the campaign cycle. The team comprises roles such as:

• Framework and VAR Specialists
• Customer Success Experts and Solution Leaders
• Partner Sales Experts and Technologists
• Commercial and Solution Designers and Optimizers

This high-energy team has a phenomenal sales culture, can-do attitudes, and a passion for Computacenter and delivering outcomes that save our Customers time and money, and help mitigate risk.

What you\’ll do

• The Partner Customer Success Manager (CSM) drives onboarding, deployment, adoption, value realization, and consumption of Cisco Software across partner end customers, fostering positive renewal sentiment and growth of the Cisco Software footprint.
• The CSM tracks deployment status and adoption, reporting progress to customers and stakeholders.
• The CSM facilitates use case identification and recommends implementation services from Cisco, Computacenter, or other partners.
• The CSM is supported by the CX program, Cisco BDM & PM, and the Computacenter account team, leveraging relationships within Cisco teams.
• Manage customer interactions to transact complex services and solutions, maximizing profit.
• Document and demonstrate customer success and methodology to enable sales and show value.
• Build trust and a network of customer connections across multiple organizations and stakeholders.
• Comply with Computacenter Information Security Policies and report security risks.
• Drive software, services adoption, and value realization, leading to successful renewals and growth. Identify renewal risks and use insights to improve retention.
• Develop and maintain strong relationships with customer partners to understand their challenges and advocate for their needs within Cisco.
• Own financial aspects, including revenue and margins, and make strategic investment decisions.
• Implement adoption plans aligned with customer goals to optimize their technology investments.
• Collaborate with teams across Cisco and Computacenter to identify use cases, craft solutions, and facilitate workshops to review progress and drive outcomes.

What you\’ll need

• 5+ years of Cisco / SW Industry experience in Customer Success and/or Sales/Delivery, with a solid understanding of software lifecycle practices.
• Knowledge of Customer Success methodology, preferably with ToTango tooling or similar tools.
• Knowledge of Cisco technology, licensing, and products is preferred.
• Ability to build effective relationships across customers and opportunities.
• Excellent communication skills at all customer levels and managing expectations.
• Analytical and critical thinking skills across Data, Commercial, and Financial areas.
• Negotiation and influencing skills across customer organizations.
• Ability to resolve significant customer issues while advancing the business.
• Ability to work effectively in virtual teams.

Performance Indicators

• Growth contribution from aligned customers (land and expand).
• Stakeholder and customer feedback demonstrating behaviors and competencies (customer health / net promoter score).
• Generation of new business opportunities within the customer base and new customers (cross-sell and adjacency).
• Participation in large, complex contractual services opportunities in virtual teams.
• Rebate attainment aligned with Cisco KPIs and metrics.

About us

With over 20,000 employees worldwide, we specialize in digital transformation, advising organizations on IT strategy, implementing technology, and helping our customers source, transform, and manage their infrastructure across over 70 countries. We deliver digital technology to some of the world’s greatest organizations, enabling their digital transformation and business growth.

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