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Product Success Executive - IMIMobile

Location: London
Company: Cisco
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Who We Are
Our increasingly digital, always-on world is transforming the way companies connect to customers on a daily basis. So now, more than ever, customer experience is the key competitive advantage. But it's practically impossible for large consumer enterprises to adapt their systems to meet the rapidly changing demands of tomorrow's customer today.
At imimobile, we are revolutionizing CX by creating a world where enterprises can stay constantly connected to their customers. A world where every interaction is faster and smarter than ever before. Where every innovation reduces operating costs. Where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences. A world where every interaction matters.
This is a great opportunity to work with some of the most innovative digital solutions on the market.
Imimobile has global offices across the UK, USA, Canada, India and South Africa and was acquired by Cisco in February 2021.
What You'll Do
You will be contributing to supporting the post-sales customer lifecycle as it relates to customer adoption, on-going support, optimisation and expansion. PSEs are the main interface for all product-related inquiries and build relationships with all relevant stakeholders as trusted advisors.
- Establishing and maintaining relationships with key customer stakeholders and product users.
- Being a customer-facing point of contact through regular face-to-face meetings and calls.
- Working with the Pre-sales, Project and Sales teams to facilitate a seamless customer on-boarding process, ensuring a smooth 'go live' and introduction for the customer from the outset.
- Training new users on the products (external and internal) to enable them to use the product to the best of its capability and ensure customer 'stickiness'.
- Providing technical support to customers and helping to ensure timely and effective action for resolution by liaising with internal support teams.
- Create, enforce and optimise customer support processes to ensure that our support is always optimal.
- Help customers plan and understand the best ways to utilise our products and their capabilities based on their business needs or business plans.
- Create and contribute to 'Thought Leadership' content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice.
- Conducting proactive service reviews to gather feedback on customer satisfaction/pain points.
- Be the 'go to' product specialist resource for product questions - knowing the products inside and out.
- Taking customer feedback and your knowledge/experience of the product to the Product team to help shape the roadmap for future enhancement.
Who You Are
The ideal Product Success Executive here at imimobile is outgoing with a real technical flair and strong problem-solving skills. There are some qualities that we feel strongly about:
- Excellent Communication - You articulate your thoughts and ideas clearly as well as offer critique to those around you
- Curiosity - A spirit of enquiry and a desire to understand - 'why?'
- Passion - Real enthusiasm and excitement for our industry and sector
- Wit - Inventive thought and quick understanding
- Teamwork - Great things are delivered by great teams, and great teams are made up of great people
Experience and skills required:
- Experience in Customer Success for software.
- Experience in one of the following:
- Marketing Automation or Email Service Provider software.
- Experience in Contact Centre Service Provider (CCSP) software
- Experience in Communications Platform as a Service (CPaaS) software
- Experience in conversational automation e.g., chatbots
- Technical aptitude and ability to learn software programs.
- Communication - ability to speak and write to be clearly understood by others using appropriate language, vocabulary and style.
- Analytical - ability to gather relevant information, notice relationships between different types of information, reason from cause to effect and generate effective solutions to practical problems.
- Relationship building - The ability and willingness to develop and exploit a range of productive relationships both internally and with customers.
- Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
- Strong presentation skills.
- Extremely well organised with an ability to work well under pressure on multiple projects.
- Proficient in Microsoft Office Suite.
- Previous National Security Vetting Security Checked (SC) or likely to be Security Check cleared.
Desired skill:
- Experience in product feature scoping and design.
- Experience in Communications Platform as a Service (CPaaS) software
- HTML/CSS (email) coding knowledge.
- Experience in project management.
- Experience in product feature scoping and design
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.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
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