Customer Experience Manager

You will manage adoption plans for strategic accounts, acting as the advocate for customers to feed back to product teams. You’ll monitor usage and engagement to mitigate risks and uncover growth opportunities. You’ll collaborate with sales, renewal, and delivery to ensure a consistent customer experience, and apply AI-driven automation to optimize workflows. Lead value-focused workshops and business reviews to demonstrate the impact of Cisco’s technology portfolio. This role shapes how customers realize long-term business outcomes.

• Manage end-to-end adoption plans for at least 3 strategic accounts
• Advocate for customer feedback to product teams to improve experience
• Monitor adoption signals and identify risks and opportunities for growth
• Collaborate with sales, renewal, and delivery teams for a seamless customer experience
• Leverage AI and automation tools to streamline technical workflows and generate insights
• Lead Customer Value Workshops and business reviews to track progress and value realization

• Bachelor’s degree or higher in a relevant field, or equivalent practical experience in core data platforms, security operations and observability & performance monitoring
• Demonstrated track record managing enterprise customer relationships with accountability for service revenue and margin targets
• Experience analyzing large, unstructured data sets to extract actionable customer insights
• Experience facilitating strategic business reviews to validate adoption achievements and outcomes
• Experience using advanced AI tools or automation platforms to improve team efficiency and workflows
• Fluency in German

• Executive-level influencing and communication
• Cross-functional collaboration
• Problem solving and critical thinking
• Core data platforms
• Security operations
• Observability & performance monitoring