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.

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. Simply put – we power the future.

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.

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.