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

Job Summary:

We are currently seeking an authentic and results oriented passionate teammate who will join our team to help drive relevance, impact, and loyalty in our customer base. The ideal candidate will have a proven track record of sales and architecture experience, business acumen, technical excellence, and outstanding customer service. The Presidio Customer Experience Manager (CEM) is an internal and external facing position. The CEM works with the Presidio sales, delivery, and operations organizations, customers, and manufacturing partners for the purpose of transforming the customer experience through alignment of business goals and objectives to Presidio services and solution architectures. The Customer Experience Manager is an integral member of the Presidio account and service teams focused on Adopt & Expand Services. The Customer Experience Management goal is to lead the long-term Adoption & Expansion strategies of software subscriptions through Presidio's customer base and by having regular Business Reviews with customers and driving lifecycle adoption services. The CEM helps Presidio customers to accelerate their planned ROI for software investment, facilitates forward Solutions Planning and improves mutual operational readiness and performance and it promotes the quality of the relationship. This role is executed in close alignment with Presidio Sales and Service Delivery.

Responsibilities:

• Lead proper on-boarding of customers to Partner and Presidio tools for software and lifecycle management for all new and existing customers (e.g. Cisco Smart Licensing, Presidio Vision Portal, Cisco PX/CX Cloud, Cisco Control Hub, etc.)
• Attain and retain subject matter expertise on subscription software options and provisioning processes
• Document workflow for Presidio provisioning and lifecycle management and identify areas for process improvement across Presidio
• Be responsible for escalation on software products and software adoption for customers to relieve Solution Architects and Inside Sales Representatives of post-sales escalation issues.
• Increase Adoption of purchased services leading to industry-leading renewal rates, referrals, and expansion opportunities
• Be responsible to engage the appropriate account teams well in advance of any subscription renewals. This includes providing information on the account for usage, any customer issues, upsells during the subscription, and the latest billing information.
• Consistent engagement with our customers through project lifecycle ensuring customer is maximizing the use of all the functionality and features that are inclusive in the solution and has relevance tied with the business outcomes.
• Drive knowledge and usage adoption of product and service features and software products procured by customers.
• Develop plans for customer adoption and address any barriers that are impeding customer success.
• Identifying cross sell and upsell opportunities within Presidio accounts and collaborating with the account team including submissions and tracking.
• Creatively engage customers through development of new adoption methods and service packages and offerings
• Immediate Focus Areas: (Immediate 90-180 days):

• • • Cisco Collaboration Flex- onboarding, renewal, adoption leveraging Presidio tools where appropriate (vision, cloud concierge)
    • Smart Licensing onboarding, renewal, adoption
    • Cisco Enterprise Agreements (specifically Partner-led EAs) - onboarding, provisioning, expanded deal registration and adoption
    • Cisco Rebates - Cisco Lifecycle incentives - Manage software adoption to realize Program Rebates
    • VM Ware, Amazon Web Services, and Zoom adoption

Required Skills:

• Ability to perform (or at least a basic understanding) IT financial modeling such as ROI and TCO estimation
• Advanced communications skills - must have ability to tailor the message to relevant audiences
• Advanced writing skills - must have ability to develop professional looking and comprehensive project deliverables such as business cases, project solution charters, impact analysis, high level architectures, planning level requirements
• Advanced presentation skills - must have ability to present project deliverables in concise and clear manner to a variety of audiences (from executive teams to tech teams)
• Advanced listening and purposeful questioning skills - must have ability to listen "between the lines" and ask purposeful questions in effort to extract information during interviews and workshops
• Understanding of basic Consulting Services models and metrics such as relationship between utilization goals, project GP and bill rate
• Evangelize Presidio's Lifecycle Methodology.Make sure all regional presales efforts and paid services engagements are scoped to follow Presidio best-practices to achieve quality, success, customer satisfaction, and regional profit goals.
• Ability to communicate technical concepts clearly and effectively, in written and oral form, to a variety of audiences
• Comprehension of system and solution architectures, preferred
• Experience and Professional Level Certification(s) in one or more of Presidio's portfolio of top manufacturing partners, preferred
• Cisco / EMC / VMware / NetApp / Citrix / F5
• Experience with Gainsight Customer Success Management Platform, preferred
• Proven Technical problem-solving and design ability
• Resourcefulness - ability to research and consult a wide variety of sources in order to problem solve efficiently for customers with little direction

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

*****

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, celebrated, and add to our collective achievements.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit: http://presidio.com

*****

Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to [email protected] for assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to [email protected].

RECRUITMENT AGENCIES PLEASE NOTE:

Agencies/3 Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3 Party will be considered a gift and property of Presidio, unless the Agency/3 Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)