Customer Experience Manager

Job Summary

The Customer Experience Manager at Cisco in Riyadh leads the strategic adoption and value realization of Cisco software and services for key enterprise accounts in Saudi Arabia. This role collaborates with multiple teams to ensure customers achieve business outcomes and long-term renewals.

Responsibilities

• Lead the creation and delivery of comprehensive lifecycle adoption plans for 2–3 strategic accounts.
• Act as a trusted advisor to senior IT and C-level executives by conducting Customer Value Workshops and Customer Business Reviews.
• Demonstrate return on investment and drive technical transformation for customers.
• Manage services financials including revenue, margin, and strategic investment decisions.
• Identify and mitigate risks related to contract renewals proactively.
• Utilize AI, automation tools, and predictive telemetry dashboards to streamline workflows and remove adoption barriers.
• Support the voice of the customer across Cisco to deliver superior experiences.

Must haves

• Bachelor’s degree in Business, Computer Science, Information Technology, Engineering, or 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 and customer lifecycle management for enterprise accounts.
• Proven financial accountability managing services revenue, margin, contract governance, or renewal risk mitigation.
• Experience advising senior IT and business leaders and leading executive reviews (CBRs/QBRs).
• Associate-level technical certification such as CCNA, Cloud, or AI Associate.

Nice to haves

• In-depth knowledge of Cisco’s networking, cloud, software subscription portfolios (EA), and CX LAER lifecycle delivery models.
• Experience managing large enterprise, public sector, or strategic accounts in Saudi Arabia and the 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 workflows.

What the company offers

• Healthcare and Insurance
• Employee Stock Purchase program
• Flexible Spending Benefit
• Flex and Schooling Allowances
• Hybrid full-time work with 48 hours per week

We refresh listings regularly, but some roles close early on the source platform.