Scale Customer Success Leader for EMEA

1 semana atrás

Lisboa, Lisboa, Portugal Cisco Tempo inteiro

Customer Success Scale Leader for EMEA

Cisco is seeking a highly skilled Customer Success Scale Leader for EMEA to lead and support a team of Scale Specialists responsible for driving adoption and long-term value realization for ThousandEyes EMEA based customers. The ideal candidate will have a proven track record of strong leadership skills, building effective teams, creating and communicating a compelling vision for the organization, mentoring sales representatives, and achieving significant results.

Key Responsibilities:

  • Lead and directly manage a team of Customer Success Scale Specialists including recruiting/hiring, development, and performance management.
  • Own success metrics for EMEA specifically GRR and NRR and associated leading indicators of success.
  • Be a key member of the CS leadership team & the voice for Customer Success Management at ThousandEyes.
  • Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services.
  • Ensure timely and accurate forecasting for the team.
  • Partner with the EMEA sales team to drive retention and expansion within your market.
  • Master ThousandEyes value proposition and use cases to become a trusted advisor to our customers.
  • Act as executive sponsor for high-value client renewals and negotiations.
  • Provide relevant executive updates and escalation on technical sales opportunities.
  • Proven success working within a highly matrixed organization and establishing positive relationships across all functions (Product, Professional Services, Marketing, Operations etc).
  • Oversee the process of conflict resolution with clients and internal/external stakeholders.
  • Help develop campaigns and playbooks to continue 1:Many strategy across the region (digitally led customer success).

Required Qualifications:

  • At least 2-3 yrs + working as Team Manager - in Customer Success function strongly preferred.
  • You've got a track record of strong leadership skills, building effective teams, creating and communicating a compelling vision for the organization, mentoring sales representatives, and achieving significant results.
  • Proven experience in Account Management, Customer Success, Sales, or related field.
  • Experience with renewals, adoption, cross-sell and upsell.
  • A deep understanding of the customer journey and what success means in Enterprise SaaS.
  • A customer-focused mentality and passion for our customers' success with the ability to balance the needs of the customer with those of the business.
  • A consistent track record of operational excellence (KPIs, process improvement, etc.).
  • Recruited, groomed and led teams in a fast paced environment, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution.
  • Data-driven with strong analytic background.
  • Proficiency with CRM tools (Salesforce, Catalyst, Gainsight etc.).
  • Experience creating and delivering presentations.
  • The applicants must be already based in Portugal.

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