Customer Experience Manager (remote)

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

The Role: Customer Experience Manager

The Presidio Customer Success Experience Manager is a key liaison, working both internally and externally to align business goals with Presidio's services and solution architectures. This collaborative role involves engaging with Presidio's sales, delivery, and operations teams, along with customers and manufacturing partners, to enhance the overall customer experience.

As an integral part of the account and service teams, especially focusing on Adopt & Expand Services, the CEM takes charge of long-term Adoption & Expansion strategies for software subscriptions. This includes conducting regular Adoption Reviews with customers and driving the progression of defined technology Use Cases to deliver lifecycle adoption services. In this capacity, the CEM accelerates customers' planned ROI for software investments, facilitates Solutions Planning, and improves operational readiness and performance, all in close collaboration with Presidio Sales and Service Delivery.

Travel: This role is 100% remote and will require less than 10% travel

Responsibilities:

• Lead onboarding for Partner and Presidio tools, including Cisco Smart Licensing, Vision Portal, PX/CX Cloud, and Control Hub, for new and existing customers.
• Specialize in a specific Solution Domain and maintain expertise in relative industry information.
• Document and optimize Presidio provisioning workflows, taking charge of software escalation issues and increasing adoption for industry-leading renewal rates.
• Engage account teams in advance of subscription renewals, providing usage insights, addressing customer issues, and identifying upsell opportunities.
• Ensure consistent customer engagement throughout the project lifecycle, maximizing solution functionality for aligned business outcomes.
• Drive knowledge and adoption of product features, develop adoption plans, and identify cross-sell and upsell opportunities within Presidio accounts.
• Innovate customer engagement through the development of new adoption methods, service packages, and offerings.

Required Skills:

• Proficient in IT financial modeling, including ROI and TCO estimation, with an understanding of Consulting Services models and metrics.
• Demonstrates advanced communication, writing, and presentation skills, tailoring messages to diverse audiences and creating comprehensive project deliverables.
• Possesses advanced listening and questioning skills, extracting information effectively during interviews and workshops.
• Promotes Presidio’s Lifecycle Methodology, ensuring regional presales efforts and paid services adhere to best practices for quality, success, and customer satisfaction.
• Communicates technical concepts clearly to varied audiences, with a preference for an understanding of system and solution architectures.
• Aims to achieve Cisco Customer Experience Professional Level Certification(s) swiftly, while also having experience with Gainsight or equivalent Customer Success Management Platforms.
• Demonstrates strong technical problem-solving and design ability, coupled with resourcefulness in researching and problem-solving for customers independently.

Education and Experience:  

• Bachelor’s degree or equivalent experience and/or military experience
• 5+ years of experience in Customer Experience Management in IT / Technical Services / Partner industry
• Experience with Gainsight or equivalent Customer Success Management Platforms.

 

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ABOUT PRESIDIO

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebr