Description:
At Cisco, I led the Customer Experience organization for the $6 billion Global Enterprise Segment, overseeing Customer Success, renewals, and strategic engagement with Fortune Global 500 clients. I focused on accelerating the transition to subscription-based offerings, scaling monetized Customer Success initiatives, and driving time-to-value for enterprise customers.

A key highlight of my tenure was leading the launch and rapid scaling of Cisco’s CX Cloud portfolio, which achieved $250 million in bookings within 14 months. I also improved renewal rates by 200 basis points and increased services attach rates by 4% through proof-of-value Customer Success motions. By streamlining onboarding processes and aligning operational strategies with GTM goals, I enhanced customer adoption and strengthened Cisco’s position in subscription security solutions.

Outcomes:

• Drove $250 million in CX Cloud bookings within 14 months of launch.

• Improved renewal rates by 200 basis points and increased services attach rates by 4%.

• Scaled subscription security solutions, including incident response and managed detection services.

• Enhanced onboarding processes to accelerate time-to-value for enterprise customers.

• Delivered consistent execution across a portfolio serving Fortune Global 500 accounts.