Customer Success Manager bei EOS

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

 As Customer Success Manager, you will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. This role is crucial in helping our customers successfully adopt and use Cisco technologies, driving value realization, and growth.

You will also help bridge teams within EOS that play an integral part in helping our customers achieve their desired outcomes and allowing them focus on their day-to-day business.

KEY RESPONSIBILITIES:

• Drive adoption of Cisco software and services to deliver measurable customer value, leading to successful renewals and growth.
• Proactively identify and mitigate renewal risks throughout the customer journey by leveraging adoption insights and collaborating with Renewals and Customer Success teams to improve retention.
• Build strong customer relationships to understand their business goals and challenges, and align technology use cases that drive outcomes in partnership with global EOS and CX teams.
• Develop and execute tailored Adoption Plans that align with customer objectives, promoting full utilization of Cisco solutions and maximizing ROI.
• Lead Customer Value Workshops and QBRs to review adoption progress, highlight business outcomes, and support renewal discussions.
• Act as the voice of the customer within Cisco, advocating for their needs and sharing feedback with product and engineering teams to improve offerings and customer experience.
• Provide training and enablement sessions to help customers effectively use Cisco and partner technologies, while keeping them informed of new features and updates.
• Collaborate cross-functionally with Delivery, Partners, Architecture, CSS, Renewals, and Engineering teams to ensure a unified customer success strategy and execution.
• Meet Cisco’s quarterly metrics across Land, Adopt, Expand, and Renew lifecycle stages.
• Address customer concerns promptly, ensuring timely resolution and a high-quality experience.

ESSENTIAL CRITERIA:

• 1-2 years’ work experience working as a Cisco CSM
• Strong ability to develop and foster positive business relationships, internally and externally
• Excellent presentation skills, comfortable presenting to various audiences
• Staying current with the latest Cisco technologies, competitive landscape, and industry trends.
• Excellent ability to translate technical language into something more easily understood by a wide range of audiences

DESIRABLE CRITERIA:

• Ability to proactively identify problems, troubleshoot possible solutions, and communicate the potential outcomes
• Highly experienced with the Microsoft Suite, especially Excel, Word, and PowerPoint
• Previous experience working with internal and external stakeholders, both technical and nontechnical

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

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