Cisco Middle East
Director, Customer Experience (Sourcing)
- Permanent
- Riyadh, Saudi Arabia
- Experience 10 - 15 yrs
Report job as expired
Job expiry date: 16/06/2025
Job overview
Date posted
02/05/2025
Location
Riyadh, Saudi Arabia
Experience
10 - 15 yrs
Seniority
Director
Qualification
Not applicable
Expiration date
16/06/2025
Job description
Join Cisco's Customer Experience (CX) team and be part of a transformative journey. The Director of Customer Experience will lead a CX team that includes Principals, Managers, and Customer Success Managers. This role drives adoption and manages the CX services business, owning revenue and P&L for a specific customer segment. You will support Cisco's strategy to deliver personalized, proactive, and predictive interactions to help customers maximize their technology investments. The role requires deep technical understanding, executive-level engagement, and a passion for innovation and empowerment within a high-energy, diverse team environment.
Required skills
Key responsibilities
- Lead a team of CX Principals, Managers, Customer Success Managers, and Program Managers.
- Drive adoption and manage the CX services business to achieve growth.
- Own revenue and P&L responsibility for the assigned customer segment.
- Ensure successful delivery of outcomes from the Cisco Portfolio.
- Support CX teams in executive and technical engagements.
- Ensure software and service adoption, value realization, and successful renewals.
- Advocate for the customer across Cisco functions.
- Align delivery, partner, and customer success functions to support portfolio adoption.
- Model leadership and accountability for team performance.
- Foster a collaborative team environment and motivate teams through strong communication.
Experience & skills
- Broad technical understanding of Ciscoās core architectures.
- Experience in driving adoption and service delivery within customer accounts.
- Strong leadership experience and ability to manage financial performance.
- Experience developing and maintaining strong executive relationships.
- Understanding of recurring revenue models, margin management, and attrition control.
- Strategic problem-solving skills with a customer success and tech adoption background.
- Demonstrated ability to build partnerships with internal and external stakeholders.
- Confidence in financial KPI delivery and strategic investment decision-making.
- Experience in software/service adoption and mitigating renewal risks.
- Ability to represent Cisco at executive levels with customers.
