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Job Description

The CX LifeCycle Specialist is a member of the Customer Experience Team and plays a pivotal role in supporting the entire Customer LifeCycle. At IE, we focus on our customers first. Using our data driven methodology, we partner with our customers to understand their goals and then apply the efforts necessary to help them achieve these goals. Use of and strong familiarity with Cisco data, reporting, Cisco portals, in addition to general conversancy with industry standards and norms is essential. Candidates should be hyper-organized with the ability to juggle multiple initiatives, requests or projects in a successful manner.

Success in this position is measured by the ability to fulfill customers’ needs by effectively communicating with all parties to an ideal solution/resolution.

A successful candidate will have strong communication and organizational skills and be comfortable speaking with Account Executives, Customers, and Sales Support colleagues. This position is best suited for someone who is organized and capable of working efficiently on their own without supervision as well as within a team environment. Candidates must have prior experience with Cisco Systems and familiarity with all Cisco tools. Candidates must also have advanced Excel Skills and a proven history working with customers and solving business problems.

Role Overview

Before you apply, familiarize yourself with these key position details. 

Responsibilities Team Experience

What You'll Do

  • Work with IE Customers to ensure all their needs throughout the LifeCycle are being met and that the customer’s goals are on target.
  • Utilize data prepared by our Data Analyst for Quarterly Business Reviews to review entitlements, identify expansion opportunities, explore customer needs today and future needs, as well as notify customers of upcoming business impacting timelines and product changes.
  • Lead discussions both internal and external using data-driven methodology to assist with all Quoting efforts by communicating needs to your team members, ensuring proper hand off.
  • Following quote efforts through to completion ensuring all contract type factors have been considered and consolidated.
  • Managing customer quote package directives as needed for assigned customer base.
  • Serve as a Subject Matter Expert to effectively communicate and advise using our Data Driven Methodology.
  • Align properly with renewal activities and timelines to ensure the total solution is effectively presented to the customer. Consulting with fellow Team Subject Matter Experts is essential.
  • Work with the entire organization and Customer Success Manager to ensure effective communication and maintain a level of understanding of the entire Lifecycle approach.
  • Demonstrate expert knowledge around all Cisco Tools and use those tools to solve problems related to quote and order management, as well as related pre- and post-sale information.
  • Learn and consistently utilize all IE processes and methodologies related to renewal quoting, contract, license and LifeCycle management while helping to improve and evolve existing practices as new needs arise.
  • Work with management to ensure that departmental goals and objectives are met
  • Assist the Customer Success Manager in prioritizing business needs and maintaining performance metrics data.
  • Effectively prioritize workload and tasks in conjunction with renewals specialists and other CX Specialists to ensure that as a Team, we are able to place priority in the right areas at the right time.
  • Work Independently within a Team environment
  • Proactively escalate challenges to the Customer Success Manager, working efficiently to resolve these problems.

Who You'll Work With

The CX LifeCycle Specialist reports to the Customer Success Manager and has collaborative relationships with Sales, Shared Services, Engineering, Vendors, & Customers.

 

 

 

 

 

 

What We're Looking for

  • Bachelor of Science/Bachelor of Arts preferred.
  • Prior Cisco Customer Success experience required.
  • Proficient/Advanced in Microsoft Office applications with a special emphasis on Excel (test will be administered during the interview process).
  • Advanced Microsoft Excel skillset is required. Candidates without this skillset will not be considered.
  • Analytical approach with strong problem-solving & critical thinking skills.
  • Skilled in converting goals into practical plans to meet objectives.
  • Hyper-organized with the ability to juggle multiple initiatives, requests, or projects in a successful manner.
  • Ability to solve problems quickly and take a “common sense” approach to challenges.
  • Individual must have the ability to handle multiple tasks/requests in a fast-paced, high transactional environment.
  • Proactive, driven, and positive work attitude. Must be a culture fit within this CX Team and within IE.
  • Strong internal motivation and passion for learning. The desire and ability to learn and maintain knowledge around product offerings is critical in this quickly changing environment.
  • Ability to work remotely as well as occasional travel to the Charlotte, NC office.  
  • A professional work environment and dress code is essential as WebEx Video calls are a required daily occurrence.

Compensation

Compensation for this role will is based on the candidate’s experience, work history, and overall fit for the position. IE offers a competitive benefits package including health insurance and matching 401K.

How to Apply

Please email your cover letter and resume to careers@ineteng.com. For more information about IE, please visit: www.ineteng.com/careers.

Email Resume