Customer Success Program Manager

Overview

The Customer Success Program Manager will work with the internal team to assist customers in articulating desired business outcomes to drive effective achievement of targeted outcomes through adoption, expansion, and retention of HBS CISCO offerings. The role leverages the ability to build, grow, and deepen customer relationships to develop, work with teams to integrate solutions, identify adoption barriers and actions to remove them, execute adoption frameworks and interpret customer usage data while leading customers to renewals and cultivating new sales opportunities.

The individual in this role will be responsible for expanding business opportunities and improving product adoption while reducing churn and increasing ARR through new sales opportunities, and will document and drive successful customer outcomes, ultimately turning customers into advocates for the company.

• Accelerates time to business value
• Clearly articulate success, milestones, and value across products and map these to customer’s business/technology objectives
• Accelerate time to value and drive adoption of deployed products
• Coordinate efforts across internal teams to support customer outcomes (Engineering, Project Management, Customer Success and Managed Services)
• Ensure that products are delivering promised value to customers
• Deliver consistency in customer service motions across internal teams
• Coordinate, orchestrate, and set cadence for internal teams to improve customer outcomes
• Grow relevance of Company offers and solutions
• Increase value from existing products by understanding customer goals and defining additional use cases; expand existing solutions across customer’s business
• Elevate the company’s role in the account
• Shape customer thinking on the technological roadmap for the future
• Bring company expertise and best practices as strategic thought partner
• Build a customer journey by executing a Success Plan that drives outcomes, and positioning of solutions throughout all stages of the Lifecycle (aka Racetrack) inclusive of all company offers, leading to appropriate expand opportunities and renewal cycles
• Maximize ARR for the company (Minimize churn)
• Establish a baseline for the Customer
• What product/solutions has the customer purchased and how are they doing?
• Establish baselines of customer current state (products, usage, health scores)
• Establish Account map of solutions mapped to internal stakeholders
• Understand customer history, operational structure and culture
• Establish Business alignment
• Deeply understands the customer business goals, environment, pain points and operational maturity
• Verify business outcomes with the customer profile, culture, vision and strategy
• Establish a common understanding with the customer for the proof of value, business metrics, and adoption of solutions (Examples: reduce time to market, reduce cost, reducing risk, grow top line, acquire new customers, etc.)
• Identify and agree prioritize use cases to secure quick wins and accelerate initial onboarding, implementation, optimization and/or adoption
• Determine critical success factors to connect to business outcomes, for example:
  Operational efficiencies, Productivity improvement, Risk mitigation, Business differentiation
• Execute on Adoption Strategy
• Project Plan (timelines, tasks, dependencies, metrics, etc.)
• RACI Chart (Executive sponsors, key stakeholders, etc.)
• Execute on Success Plan
• Change Management
• Organizational Structures
• Governance models (customer interactions based on stakeholder and accountable parties, organization structure knowledge, conflict management processes, etc.)
• Training
• Communication Plan
• Monitor Impact and Consumption Measures
• Establish baselines of customer current state and targeted end state (products, usage, health scores)
• Associate customer business outcomes to data-driven KPI’s
• Report (internally and to the customer) Impact and Consumption Relative to Desired Business Outcomes
• Review and analyze relevant data
• Present and report the impact of the offerings currently in place
• Observe, consult, adjust and optimize approach to improve adoption
• Facilitate Retention, i.e., Renewals
• Perform…