Foundational Course on Cisco Customer Success Manager

The Cisco Customer Success Manager is a foundational training curriculum that allows an aspiring Customer Success Manager to understand the role as part of a high performing Customer Success practice. It teaches the customer lifecycle stages, success plan, financial terminology, health index and adoption of Cisco architectures.

This course focuses on:

• Providing a thorough introduction, tools, concepts, and skills practice to prepare for the Customer Success Manager (CSM) role

• Giving you experience with common practices and expected tasks, including confidence using terms such as Annual Recurring Revenue (ARR), Lifetime Customer Value (LTCV), Available to Renew (ATR), and other key metrics

This course has no formal prerequisites, but I recommend that you have:

• Experience with and interest in working with customers to determine, measure, and deliver business outcomes through the implementation of technology

• Time spent in a customer facing role, including technical sales, system engineering, or similar will be especially helpful

This course has been divided into three lessons:

1. Customer Experience and Customer Lifecycle Overview
   The first lesson will provide an overview of the trends that are driving us towards subscription economy. Customer Experience is now becoming top of mind for executives of companies of all size. It is not uncommon that Chief Customer Experience Officers or CCXO reports directly to the CEO and has a seat in the executive table. Customer Experience now has direct impact to top line and bottom line of organizations.

   1. Customer Experience Overview

   2. Customer Lifecycle Overview

   3. What is Adoption?

   4. Lifecycle Stages Explained

   5. Business Architectural Value Overview

   6. Cisco Success Portfolio Overview

2. Tools and Best Practices
   Customer Success Manager is one crucial role within Customer Experience organization. They are the ones who are accountable to the success of customers. What do CSMs have to achieve that mission? Those will be covered in lesson 2 – tools and best practices.

   1. Success Plan Overview

   2. Health Index Dashboard Overview

   3. Ask The Experts (ATX) Overview

   4. Accelerators Overview

3. Customer Experience in Action
   The last lesson will cover the Customer Experience and the CSM in action. How to map customers into the lifecycle. How to build Success Plan? What are the key components of Success Plan? Licensing and Enterprise Agreements. What are they? How Smart Accounts and Smart Licensing simplify the way customers manage and operate their environment.

   1. Customer mapping into the Lifecycle

   2. Success Plan

   3. Licensing and Enterprise Agreements

   4. Smart Accounts and Smart Licensing

It is a lot to learn; however, this self study takes it one step at a time, at your pace, and provides you with the tools that you’ll need to excel.

Who this course is for:

• Cisco’s Partner Customer Success Manager
• Individuals preparing for the Cisco Customer Success Manager certification