Client Outcomes Manager - Cisco

Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter@Zones, LinkedIn, and Facebook.
Position Overview:
The Client Outcomes Manager is responsible for helping clients achieve measurable business outcomes from their technology investments. Acting as a strategic advisor, the Client Outcomes Manager partners with customers, sales teams, solution architects, delivery teams, and manufacturer partners to ensure successful adoption, value realization, retention, and expansion of technology solutions.
This role focuses on understanding client business objectives, developing outcome-based success plans, tracking adoption and utilization, identifying and removing barriers to success, and demonstrating measurable business value. The Client Outcomes Manager drives long-term customer relationships that increase client satisfaction, retention, advocacy, and revenue growth.
What you’ll do as the Client Outcomes Manager:
Client Success & Outcome Realization
Partner with clients to define desired business outcomes, success criteria, and value metrics.
Develop and execute outcome-based success plans aligned with customer business objectives.
Facilitate regular business reviews to assess progress, communicate value, and identify improvement opportunities.
Ensure customers realize measurable value from Zones solutions and services.
Adoption & Value Optimization
Monitor solution adoption, utilization, and customer health indicators.
Identify adoption challenges and coordinate remediation plans with internal teams.
Drive user adoption and organizational change activities that maximize customer value.
Implement customer success best practices, frameworks, and lifecycle management processes.
Relationship Management
Build trusted relationships with executive sponsors, business stakeholders, and technical teams.
Serve as the primary advocate for customer needs within Zones.
Coordinate cross-functional resources to support client objectives and issue resolution.
Strengthening customer engagement through proactive communication and strategic guidance.
Retention & Growth
Drive customer retention and renewal success through demonstrated business value.
Identify opportunities for solution expansion, additional services, and strategic growth initiatives.
Partner with sales teams to support account growth and increased annual recurring revenue (ARR).
Contribute to reducing customer churn while increasing customer lifetime value.
Data, Insights & Reporting
Analyze adoption, usage, and customer health data to identify trends and risks.
Translate operational metrics into business insights and recommendations.
Document customer success stories, realized outcomes, and value achievements.
Maintain account success plans, risk assessments, and executive reporting.
Customer Advocacy
Capture and communicate successful client outcomes.
Develop customer references, case studies, and advocacy opportunities.
Promote long-term partnerships that position customers as champions of Zones.
What you will bring to the team:
Required Qualifications
Bachelor's degree or equivalent experience.
5+ years of experience in Customer Success, Account Management, Consulting, Program Management, or related field.
Experience managing enterprise customer relationships and executive stakeholders.
Strong analytical skills with the ability to interpret adoption and performance data.
Excellent communication, presentation, and relationship-building capabilities.
Proven ability to drive customer retention, adoption, and business growth.
Experience working within technology, cloud, networking, security, or managed services environments.
Preferred Qualifications
Cisco Customer Success Manager (CCSM) certification or similar customer success certification.
Experience with Cisco, Microsoft, cloud, networking, security, or digital transformation solutions.
Knowledge of customer success methodologies, value realization frameworks, and customer health management practices.
Experience supporting recurring revenue and subscription-based business models.
Success Metrics