Shannon Jones

Customer Success Manager - Global Enterprise Segment @Cisco Thousandeyes

Austin, TX, US

As a Customer Success Manager at ThousandEyes, I lead the post-sales efforts with a focus on SaaS Renewals, Product Adoption, and overall Customer Success. My key responsibilities include:Driving Retention and Renewals: Ensuring timely and successful recurring software subscription renewals while consistently meeting quota and customer retention ratesIdentifying Growth Opportunities: Recognizing and capitalizing on opportunities for account expansion to further enhance customer value.Building Strategic Relationships: Developing and nurturing long-term partnerships with key stakeholders, including business executives and technical teams, to align on business goals and success metrics.Trusted Advisor: Acting as a trusted expert on the ThousandEyes platform, providing insights and guidance to help customers maximize their investment.Onboarding & Launching: Leading the onboarding process for new customers, ensuring a smooth and successful start to their journey with ThousandEyes.Success & Strategy Reviews: Preparing and delivering monthly and quarterly success and strategy review sessions, offering actionable recommendations and optimization strategies.Business Reviews & Tracking: Conducting in-depth business reviews, tracking outcomes, and following up on action items to ensure continued customer satisfaction and success.Forecasting & Metrics: Accurately forecasting account metrics and trends to anticipate customer needs and drive proactive engagement.Issue Resolution: Assisting with high-severity requests and managing issue escalations to ensure swift resolution and maintain customer trust.

North Carolina State University

Bachelor of Science - BS