Customer Experience Manager
Role Overview
Location: Riyadh, Saudi Arabia (Hybrid).
Travel: Up to 25%.
Join Cisco Customer Experience (CX) as a Customer Experience Manager leading strategic alignment, adoption, and value realization of Cisco software and services across key enterprise accounts in Saudi Arabia.
Partner closely with Sales, Renewals, Customer Success Specialists (CSS), Business Entities (BE), and delivery teams to ensure customers achieve measurable business outcomes, secure long-term renewals, and improve return on technology investments.
Key Skills for This Role
Full Job Posting
Role Overview
Location: Riyadh, Saudi Arabia (Hybrid).
Travel: Up to 25%.
Join Cisco Customer Experience (CX) as a Customer Experience Manager leading strategic alignment, adoption, and value realization of Cisco software and services across key enterprise accounts in Saudi Arabia.
Partner closely with Sales, Renewals, Customer Success Specialists (CSS), Business Entities (BE), and delivery teams to ensure customers achieve measurable business outcomes, secure long-term renewals, and improve return on technology investments.
Your Impact
- Take end-to-end accountability for creating and delivering comprehensive lifecycle adoption plans across 2-3 strategic accounts.
- Serve as a trusted advisor to senior IT and C-level stakeholders.
- Lead Customer Value Workshops and Customer Business Reviews (CBRs) to demonstrate tangible return on investment and drive technical transformation.
- Oversee services financials including revenue, margin, and strategic investment decisions.
- Proactively identify and mitigate renewal risks.
- Use modern AI, automation tools, and predictive telemetry dashboards to streamline technical workflows and eliminate adoption barriers.
- Support the voice of the customer across Cisco to deliver top-class experiences.
Minimum Qualifications
- Bachelor's degree in Business, Computer Science, Information Technology, Engineering, or a related field.
- 12+ years of experience in customer success, service delivery management, technical account management, or technology consulting.
- Experience leading end-to-end software adoption strategies, customer lifecycle management, and value realization for enterprise accounts.
- Demonstrated financial accountability managing services revenue, margin, contract governance, or renewal risk mitigation.
- Experience acting as an executive advisor to senior IT and business leaders, driving executive reviews (CBRs/QBRs).
- Associate-level technical certification (e.g., CCNA, Cloud, or AI Associate).
Preferred Qualifications
- In-depth knowledge of Cisco's networking, cloud, software subscription portfolios (EA), and CX LAER lifecycle delivery models.
- Experience leading large enterprise, public sector, or strategic accounts within Saudi Arabia and the broader MEA region.
- Industry certifications in customer success, project management, or cloud architecture (e.g., CCNA/CCNP, PMP, ITIL, CPMAI).
- Practical experience using AI driven analytics, predictive dashboards, and automation tools to optimize customer health and operational workflows.
Work Details
- Nature of the Work: Hybrid Full Time.
- Hours of work: 48 hours per week.
- Application start and end date: Starting 24th September 2026 for approx. 4-6 weeks.
Benefits
- Healthcare and Insurance.
- Employee Stock Purchase program.
- Flexible Spending Benefit.
- Flex and Schooling Allowances and many more.
Why Cisco?
Cisco is revolutionizing how data and infrastructure connect and protect organizations in the AI era and beyond.
Cisco has been innovating for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.
Cisco solutions provide customers with security, visibility, and insights across the entire digital footprint.
Cisco offers a worldwide network of doers and experts with limitless opportunities to grow and build.
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