Key Goal

A Cisco Customer Success Manager (CSM) will work closely with a designated portfolio of customers to ensure they achieve their desired business outcomes through the effective use of Cisco solutions. To serve as a trusted advisor, guide customers throughout their journey, and to help drive product adoption, satisfaction, and renewals. 
Responsibilities (Managerial & Operational)

Customer Engagement & Advocacy:

• Develop strong relationships with customers to ensure a deep understanding of their business goals, challenges, and needs.
• Proactively engage with customers to drive product adoption and ensure they benefit maximum value from Cisco’s solutions.
• Advocate for customers within Cisco to ensure their needs and concerns are addressed.

Onboarding & Training:

• Lead customer onboarding processes to ensure smooth implementation of Cisco products and services.
• Conduct training sessions to ensure customers’ teams are proficient in using Cisco solutions.

Product Adoption & Value Realization:

• Monitor and drive the adoption of Cisco solutions within the customer’s environment.
• Identify opportunities to expand product usage and value, and drive customer awareness of additional features and products.
• Work with customers to set KPIs and ensure they are met through product usage.

Customer Health Management:

• Monitor the health of customer relationships using health scores and engagement metrics.
• Identify risks and work proactively to resolve issues that could impact customer satisfaction or retention.

Renewals & Expansion:

• Manage contract renewals and work with sales teams and Renewal Manger to identify and drive opportunities for upsell and cross-sell.
• Provide visibility into customer success metrics and work towards increasing renewals, upsells, and product expansion.

Customer Feedback & Improvement:

• Collect and relay feedback from customers to the product and engineering teams to improve our offerings.
• Participate in regular customer review meetings to assess progress, gather feedback, and ensure continuous alignment with their business needs.

Collaboration with Internal Teams:

• Collaborate with Sales, Technical Support, Engineering, and Product Management teams to address customer needs and issues.
• Share customer insights with the broader Cisco team to enhance overall customer experience.
• Considerate of co-workers.

Reporting: 

• Regularly report on customer success metrics and performance, ensuring the customer is on track to achieve their business goals.
• Share insights and progress updates with customers and internal teams, highlighting successes, areas for improvement, and any adjustments needed to meet customer objectives.
• Create and present reports (such as Success Plans or Health Index) to both customers and internal stakeholders, ensuring transparency in customer progress and needs.

Training and Certification Compliance

• Actively participate in all required training sessions and professional development programs, demonstrating a commitment to continuous learning. Successfully complete all associated assessments and certification exams within designated timelines.

Competencies (Soft Skills)

• Excellent communication and presentation skills.
• Strong problem-solving skills and the ability to troubleshoot customer issues effectively.
• Ability to work independently and collaborate across different teams.
• Solid understanding of customer success metrics (e.g., customer health, usage metrics, etc.).
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Experience with CRM tools and customer success platforms.
• A passion for customer advocacy and delivering exceptional service.
• Results-oriented with a focus on driving customer success and achieving business objectives.
• Strong interpersonal skills with an ability to build trust and rapport with clients at various levels within an organization.

Personnel specifications

• Current labor legislation of the Azerbaijan Republic.
• Methodological and normative materials related to company management system. 
• Requirements for business risk assessment documents.
• Internal company procedures, instructions related to Development Team Leader
• Orders and instructions of the Commercial and General Director of BestComp Group LLC.

Requirements of this job description.

• Rules and norms of labor protection.
• Fire safety rules.
• Internal labor regulations.
• ISO 9001:2015 International Standard for Quality Management Systems requirements
• ISO 45001: 2018 International Standard for Occupational Health and Safety Systems requirements.
• ISO 27001:2013 International Standard for Information Security Management System requirements

Required Qualifications
Education:

• Bachelor’s degree in Business Administration, Information Technology, Supply Chain Management, or a related field. 

Experience:

• At least 2-5 years of experience in customer-facing roles such as Customer Success Manager, Account Manager, or Technical Account Manager (TAM).

Specific areas of expertise:

• Ability to manage multiple stakeholders and competing priorities.
• Experience with contract management tools and procurement systems.
• Familiarity with IT infrastructure and enterprise networking technologies.
• Experience with Cisco certifications or related technical certifications is a plus.

Computer skills:

• Excel, Word, Outlook, Project, Visio, PowerPoint, Dynamics 

Languages: 

• Azeri, Russian excellent, and English good in written and oral

Salary: upon the interview

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