• lead global Customer Engagement Programs • serve as the primary architect of executive-level customer engagement strategy • manage the Executive Customer Advisory Board (ECAB) program • foster long-term partnerships with customers by facilitating high-level dialogue • act as a trusted advisor to Cisco’s leadership team • manage end-to-end experience for board members • partner with product management and marketing teams to develop strategic agendas • formalize feedback loop between CAB members and Cisco’s internal product and engineering organizations • collaborate with Sales, Customer Experience, and Marketing teams • manage program logistics and ensure program scales effectively • manage outreach and participation for beta/alpha product opportunities

• Provide specialized expertise in customer success management and customer relationship optimization • Execute customer success programs, onboarding initiatives, and customer engagement activities • Support customer health monitoring, success metrics tracking, and customer journey optimization • Develop and maintain customer success processes, documentation, and best practices • Coordinate customer success communications, outreach programs, and relationship-building activities • Assist with customer feedback collection, analysis, and insights development • Support customer training programs, educational initiatives, and success enablement activities • Execute customer success reporting, performance analysis, and customer health assessments • Coordinate with sales teams and account management for customer success alignment and support • Provide customer success consultation and support to customers and internal stakeholders • Support customer success technology platforms, CRM management, and system optimization • Assist with customer success process improvements, quality assurance, and operational excellence • Coordinate with cross-functional teams to optimize customer experience and success outcomes • Provide operational support and consultation to customer success management and leadership • Other specialized customer success and customer relationship management responsibilities as assigned

• Own enterprise customer success as the first post-sales hire • Set the standard and build the foundation for the customer success function • Drive retention, adoption, and strong outcomes for enterprise customers • Operate as an individual contributor with a team built around you over time • Help define processes and best practices from the ground up

Role Description The Customer Care Section Manager is a highly focused management position. Provides direction and oversight to team members to ensure all department goals are achieved. Responsible for ensuring a superior service-oriented and professional working environment by supervising and coaching the performance of their team members and executing necessary actions for their motivation when required. Must be very knowledgeable in regards to reporting, communication, technology, and organizational procedures. Ensures that the Customer Care Representatives are following rules and regulations of SouthState Bank. Responsible for contributing to improve efficiencies and cost control through evaluation of efficient and effective work processes and appropriate staffing. Essential Functions - Motivate and inspire the team to meet and surpass their goals on a daily and monthly basis. - Set clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction. - Ensure team members are performing to meet Service Levels, abandonment rates, and quality service expectations each month. - Focus on employee’s growth through positive feedback and reinforcement. - Develop career paths for all employees to identify growth potential and track performance. - Monitor the development and continuous improvement of the entire team on a day-to-day basis. - Communicate the company’s purpose, core values, and mission to the team. - Ensure that representatives follow their schedules properly as designed. - Prepare documentation such as general reports on each team member’s performance and goals. - Meet monthly with all team members to praise positive performance and coach areas for improvement. - Assist in facilitating communication among team members, helping to resolve issues as they arise. - Work to meet departmental objectives, including conversion targets and new product rollouts. - Convey thoughts and findings clearly and concisely in oral and written format. - Handle escalated calls, complaints, and questions as necessary. - Prepare, schedule, and present monthly team meetings. - Provide recommendations to reduce and/or eliminate issues impacting overall service quality. - Promote a harmonious and engaging work environment through a team approach. - Recommend solutions for departmental issues. - Monitor calls in an unbiased, professional manner. - Maintain a professional, courteous, and pleasant tone regardless of circumstances. - Use proper judgment, experience, and job knowledge for solving problems and issues. - Maintain awareness of other technologies in the rapidly changing environment of financial services. - Offer suggestions and develop procedures or technology to increase efficiency within the call center. Qualifications - High School diploma required; College or Associate Degree preferred. - Previous work experience with a financial institution. - Experience in a call center or related field. - Strong knowledge of banking operations procedures. - Strong computer skills and ability to navigate systems for quick resolution. - Strong knowledge of customer care techniques and processes. - Excellent writing skills. - Ability to work with confidential information professionally. - Interpersonal skills to create a positive and effective work environment. - Must have an outgoing and upbeat personality. Requirements - Must be available to travel when necessary. - Must have a dedicated work area established that is separated from other living areas. - Ability to keep all company sensitive documents secure. - Must have a minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider. - Must be able to directly connect to router/modem via Ethernet cable. Benefits - Equal Opportunity Employer, including disabled/veterans.