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CX Marketing Customer Advocacy Lead
At Cisco Customer Experience (CX), we help customers maximize the value of their technology throughout its entire lifecycle. Our mission is to accelerate customer success through AI-driven innovation. By delivering the industry's best experience and partnering closely with our clients, we help them overcome their toughest challenges and achieve their business goals.
Who You Are
You are a strategic storyteller and program leader who understands that highlighting customer success is our strongest marketing asset critical to marketing. You excel at navigating complex global organizations to find the most impactful narratives of innovation. You'll be responsible for conceptualizing the customer advocacy strategy, advising on storytelling best practices, partnering with customers on their innovation narrative, and managing major global programs. , including CX's involvement in the Cisco Customer Achievement Awards You possess the ability to identify "champion" customers and mentor them to authentically represent Cisco's value proposition on the global stage.
We are seeking an experienced marketing professional with a proven record in Customer Advocacy and Strategic Communications, ideally gained within a global technology or B2B environment. You possess strong consulting skills and a deep understanding of how to translate technical milestones into business-focused success stories.
Your Impact:
Stakeholder Collaboration: Partner with internal teams across marketing, sales, and customer experience to identify and source impactful stories that demonstrate Cisco CX's value.
Pipeline Management: Develop and maintain a global pipeline of customer advocates suitable for speaking engagements at Cisco and industry events.
Awards Leadership: Lead the planning, coordination, and execution of CX's involvement in the Customer Achievement Awards program, managing nominations, evaluation, and logistics.
Relationship Building: Partner with customer advocacy communities and external clients to foster relationships that enhance Cisco's brand and engagement.
Multi-Format Production: Oversee the production of customer stories leveraging AI across various formats-written case studies, video, podcasts, and quotes-to support sales and marketing.
Performance Analytics: Measure and report on the impact of storytelling initiatives to demonstrate business outcomes and inform continuous improvement.
Subject Matter Expertise: Serve as the internal authority on customer advocacy best practices and innovative storytelling strategies.
Required Experience:
Advocacy & Storytelling: Proven experience in customer advocacy, storytelling, or marketing communications within a technology or B2B environment.
Stakeholder Management: Strong ability to influence and collaborate across multiple global teams and executive levels.
Project Leadership: Excellent organizational skills to manage complex programs like international awards and global speaking circuits.
Communication Mastery: Exceptional written and verbal communication skills with a talent for crafting compelling, high-stakes narratives.
Customer Engagement: Ability to identify, recruit, and coach customer champions to represent Cisco's value proposition.
Creative Innovation: A creative mindset with a passion for developing modern storytelling approaches and digital formats.
Desired Experience:
AI & Digital Tools: Familiarity with leveraging AI tools for content creation and workflow optimization.
Analytical Reasoning: Ability to translate qualitative customer success into quantitative business impact and reporting.
Regional Awareness: Experience working across diverse markets (AMER, EMEAR, and APJC) and understanding regional business nuances.
Why Cisco?
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Why Cisco?
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Message to applicants applying to work in the U.S. and/or Canada:
The starting salary range posted for this position is $163,000.00 to $205,400.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.
Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and
Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$196,000.00 - $284,100.00
Non-Metro New York state & Washington state:
$174,000.00 - $252,100.00
For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.
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.
