Customer Experience Manager

Job description

Location

Riyadh, Saudi Arabia (Hybrid)

Travel

Up to 25% Meet the Team You will join Cisco Customer Experience (CX) as a Customer Experience Manager, leading the strategic alignment, adoption, and value realization of Cisco software and services across key enterprise accounts in Saudi Arabia. In this high-impact role, you will partner closely with Sales, Renewals, Customer Success Specialists (CSS), Business Entities (BE), and delivery teams to ensure our customers achieve measurable business outcomes, secure long-term renewals, and improve the return on their technology investments.

Your Impact As a Customer Experience Manager, you will take end-to-end accountability for creating and delivering comprehensive lifecycle adoption plans across 2–3 strategic accounts. You will serve as a trusted advisor to senior IT and C-level, leading Customer Value Workshops and Customer Business Reviews (CBRs) to demonstrate tangible return on investment and drive technical transformation. You will oversee services financials—including revenue, margin, and strategic investment decisions—while proactively identifying and mitigating renewal risks.

Using modern AI, automation tools, and predictive telemetry dashboards, you will streamline technical workflows, eliminate adoption barriers, and support the voice of the customer across Cisco to deliver, top class experiences.

Minimum Qualifications

• Bachelor’s degree in Business, Computer Science, Information Technology, Engineering, or a related field
• 12+ years of experience in customer success, service delivery management, technical account management, or technology consulting Experience leading end-to-end software adoption strategies, customer lifecycle management, and value realization for enterprise accounts
• Demonstrated financial accountability managing services revenue, margin, contract governance, or renewal risk mitigation Experience acting as an executive advisor to senior IT and business leaders, driving executive reviews (CBRs/QBRs) Associate-level technical certification (e.g., CCNA, Cloud, or AI Associate)

Preferred Qualifications

In-depth knowledge of Cisco’s networking, cloud, software subscription portfolios (EA), and CX LAER lifecycle delivery models Experience leading large enterprise, public sector, or strategic accounts within Saudi Arabia and the broader MEA region Industry certifications in customer success, project management, or cloud architecture (e.g., CCNA/CCNP, PMP, ITIL, CPMAI) Practical experience using AI driven analytics, predictive dashboards, and automation tools to optimize customer health and operational workflows.

Nature of the Work

Hybrid Full Time Hours of work: 48 hours per week Benefits: Healthcare and Insurance, Employee Stock Purchase program, Flexible Spending Benefit, Flex and Schooling Allowances and many more.

Application start and end date

Starting 24th September 2026 for approx. 4-6 weeks. Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.