Cisco Customer Success Manager(CPLL-DTCSM)

Individuals involved in the maximization of product and subscription services within a customer base.

Understand the customer adoption process; Identify, and categorize the key stakeholders, and understand their motivations, and pain points; Be able to identify and articulate the business outcome expected by the customer; Identify, design and report on KPI’s (key performance indicators), and customer CSF’s (Critical Success Factors) to key stakeholders; Drive increased awareness of the product or service within the customer’s organization; Drive renewals and expansion of customer utilization; Work to embed the technology in the customer’s process or plan of record; Understand and apply the Cisco VALUE framework for Customer Success

Experiential learning using practical exercises using situations based upon real life use cases and case studies

Previous experience of working with customers to determine, measure, and deliver business outcomes through the implementation of technology; Either completed the Cisco Customer Success Manager Foundations (DTCSMF) e-learning course or be familiar and comfortable with its content