Senior Director, Customer Experience

Sr Director CX Americas Canada Theatre

Travel required: up to 40% travel

Location: Any location in Canada -(Montreal, QC or Toronto, ON)

Meet the Team

Working in direct alignment with the Canada sales leaders, this leader will drive an integrated team approach managing our Customer Success and Service Delivery teams, ensuring customers business outcomes are accelerated and realized resulting in the derisking of software renewals and growing annual recurring revenue.

Reporting to the Senior Vice President, Customer Experience, Americas, and leading an organization of approximately 70 employees, this Senior Director will manage, lead and operate an integrated services and customer success P&L. They will also lead from the front in terms of customer presence, impact and influence. The role requires a strong combination of general management experience, customer facing expertise, service delivery business experience and a consistent record of managing a complex P&L while transforming the business (roles, results, and business model) and team.

Your Impact

The Senior Director, CX Americas Canada Theater is responsible for $38M advanced services revenue and adoption of over $100M in software ARR across our Enterprise, Commercial and Public Sector segments. They will be responsible for leading, building and growing the Customer Experience business. This leader will drive customer management, delivery excellence, and the customer success motions to optimize a personalized, predictive, and proactive customer experience.

The Senior Director of CX must be completely "comfortable being uncomfortable" and lead in a selfless, agile and urgent manner, while fostering a culture of inclusion, belonging and empowerment.

Minimum Qualifications:

• Bachelors Degree and 15+ years experience in the software, services or technology industry sector with validated general management experience
• Shown organizational financial responsibilities of a services and/or product P&L.
• Experience leading a customer experience, customer success-oriented function
• Must have 7+ years of proven leadership capabilities, having led teams who develop and deliver a complex portfolio of products.

Preferred Qualifications:

• Demonstrated expertise in at least one technology or architecture, with the capability to discuss it knowledgeably.
• Has familiarity with AI tools and demonstrates leadership in adoption and use of AI
• Proven experience in a sales-oriented executive role, with a strong track record of accomplishments. Must be detail-oriented and comfortable operating in a fast-paced environment.
• Experience in program execution with a history of working in large-scale multinational corporations.
• Comprehensive understanding of partner channels and experience managing a scaled customer portfolio.
• Strong customer focus and strategic thinking skills, with a history of challenging existing processes to enhance customer satisfaction and renewal rates.
• A technical degree
• Bi-lingual (English/French)
• Ability to acquire government security clearance

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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