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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing mid-tail customer accounts through proactive engagement, success planning, and risk management, while driving adoption and measurable outcomes. Strong ability to collaborate with Sales and Renewals, leveraging data-driven insights to enhance customer value and renewal readiness.
Highest-signal resume keywords
Customer Engagement ManagementSuccess Planning and KPI DevelopmentRisk Identification and ManagementPost-Onboarding AdoptionCollaboration with Sales and Renewals
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Cadence ManagementOutcome-Led PlanningBusiness Review ExecutionData AnalysisKPI Tracking
Soft Skills
Proactive OrganizationStrong CommunicationStakeholder ManagementResilienceCuriosity
Tools & Technologies
Cisco Enterprise AgreementsTrue Forward Mechanics
Industry Keywords
Customer SuccessRenewal ReadinessMid-Tail Portfolio ManagementValue RealizationAI Integration
About the role
Key responsibilities & impact- Proactively engage, retain, and drive ongoing success across a portfolio of mid-tail customer accounts
- Align customer engagement and advocacy with customer outcomes, adoption, and renewal readiness
- Drive a proactive, predictable cadence across the mid-tail portfolio
- Plan engagement ahead of True Forward and renewal milestones
- Maintain forward-looking customer contact and progress accounts against outcomes
- Develop and maintain success plans and KPIs for each account
- Run 6-monthly business reviews for non-exception accounts
- Identify early warning signals and manage portfolio risk
- Track consumption, usage, lifecycle, EA consumption, and True Forward exposure
- Keep customers informed of consumption and potential spikes
- Provide Renewals with timely information to quote and process renewals
- Accelerate post-onboarding adoption and time-to-value
- Turn usage into measurable outcomes
- Surface and drive expansion opportunities with Sales
- Deliver full, active coverage of the mid-touch portfolio and flex coverage to demand
- Turn firsthand insights into repeatable patterns and strengthen success-planning standards
Requirements
What you’ll need- Experience running a proactive, scaled customer cadence across a mid-tail portfolio
- Solid success-planning skills, building outcome- and KPI-led plans and running business reviews
- Strong ability to identify risk, spot early warning signals, and keep accounts renewal-ready
- Ability to drive adoption and value realisation post-onboarding, turning usage into outcomes
- Strong commercial awareness, confidence in value conversations, and understanding of renewal readiness
- Awareness of Cisco Enterprise Agreements (EA) and True Forward mechanics (desirable)
- Customer-focused and relationship-driven
- Proactive and organised, able to manage a portfolio at scale
- Collaborative, partnering effectively with Sales and Renewals
- Data-driven and improvement-focused
- Strong communication and stakeholder management
- Resilient and adaptable under competing priorities
- Committed to continuous learning and development
- Curiosity, learner’s mindset, and willingness to engage with evolving technology and tools
- Readiness to explore, adapt, and grow with AI integration
Benefits
Comp & perks- Collaborative environment where work matters, growth is supported, and contributions help shape what’s next
- Continuous learning and development
- AI learning and experimentation opportunities
- Equal opportunity employment