14 days old

Journey Manager- Renewals

Oeiras, Lisboa 2780-213

Who You Are

The Customer Experience Journey Manager (CX) will define, govern, and measure the end-to-end customer experience across all touch points. Journey Managers are responsible for driving and accelerating customer success through the effective renewal of Cisco offerings around solutions, services subscriptions, and software. You will be responsible for digitally engaging with regional customers, across a variety of digital channels with human fallback, to increase renewal rate and drive on-time renewals.  The primary responsibility for this role is to function as the voice of the user by determining what users of the content/experience are trying to accomplish, what are their expectations, and what are their pain points, and where can Cisco provide them most improvement to their experiences.

What youll do:

  • Management and optimization of digital lifecycle journey post implementation/deployment. Ability to analyze performance and make recommendations to journey development team of a digital journey.
  • Scale digital engagement with customers through our partners to automate and simplify the renewal process
  • Minimize attrition and ensure value realization is delivered to the customer at every stage in the racetrack, so that renewals become a non-event.
  • Forecast/reporting, journey execution, content localization for EMEAR
  • Utilizes data and offline process interviews and events to identify opportunities for optimization.
  • Automated AB testing and channel personalization/localization; Performance management and impact metrics of digital journeys
  • Responsible for optimization efforts in EMEAR region on renewals
  • Accountable for the renewal number generated through digital touch in EMEAR
  • Identify business objectives and reporting requirements of internal customer, oversees the reporting and analysis of key metrics.
  • Work with content teams, Cisco communities, and engineers to analyze, isolate, research, and solve adoption barriers related to solutions or software.
  • Successfully consult with customers to discover expand opportunities.
  • Provide customer feedback to Cisco stakeholders to continuously optimize the digital customer experience. Experience in stakeholder management and relationships is key!

We are seeking high energy and qualified candidates who possess the following skills and experience:

  • Bachelor's degree in Business, Marketing, or a related discipline
  • Strong customer interface and presentation skills, with a Customer Focus attitude
  • Able to act as a trusted advisor in addressing our customer's business needs
  • Ability to work well in a fast-paced, dynamic environment
  • Excellent planning, time management, organizational and interpersonal skills
  • Knowledgeable of sales pipeline management and sales and revenue quotas
  • Strong analytical, problem solving and creative thinking skills

Who you'll work with:

You will work cross functionally with the Customer Experience, Sales, Marketing, and IT organizations, playing a leadership role in transforming Cisco by developing and implementing analytic models and intelligent automation to drive us toward a data-driven digital organization.

Our team, Digital Lifecycle Journeys (DLJ) digital expertise makes us uniquely qualified to address the evolving expectations of todays connected customers and partners, along with Cisco sellers. Using real-time connected data, machine learning, and automation; the team enables Cisco sellers and partners to deliver a powerful, personalized experiencethroughout the entire customer lifecycle. DLJ is focused on providing customers with an immersive digital experience with Cisco. This in turn drives improvements in recurring revenue, cost savings and sales effectiveness for Cisco and its partners.

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who arent afraid to change the way the world works, lives, plays and learns. 

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers


Posted: 2019-09-04 Expires: 2019-10-04

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Journey Manager- Renewals

Oeiras, Lisboa 2780-213

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