Thread regarding Cisco Systems Inc. layoffs

What value CSE / Customer Success Manager brings? Many more with Manager and Specialist titles lurking on customer calls

Cisco CX has too many-many of these non-contributing roles:

  • Customer Delivery Executive CSE
  • Customer Delivery Manager CDM
  • Customer Success Manager CSM
  • Customer Success Specialist CSS

And many more…. HTOM, HTE…. PMs… sales guys lurking behind…

At the bottom is Customer Consulting Engineer who does most of the technical work helping customers.

Why so many layers digging into Cisco profit? Are they really needed? AI is doing most of the work anyway. Customer doesn’t see te value.

There are 10 Cisco employees on a Customers call typically, with just 2-3 customers. So much waste of everyone time, zero efficiency.

Is Liz listening? Jeetu?

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| 2141 views | | 10 replies (last July 8) | Reply
Post ID: @OP+1jyvbtady

10 replies (most recent on top)

But have you heard of a CSSm yet??

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Post ID: @1p9+1jyvbtady

Best jobs to show up on calls and say nothing, but draw full salary as some BS Manager role.

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Post ID: @1fr+1jyvbtady

@eg Yes, we have too many reporting levels and too many unqualified managers and directors. Their weekly meetings are just to see which menus Salesforce has changed today. It seems that the job of CSS is to fill in the countless forms they created. It's really ironic.

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Post ID: @n0+1jyvbtady

“ Why so many layers digging into Cisco profit?”

Let me tell you the quiet part aloud: we just created a bunch of layers to get the white numbers up.
The tech people were usually not white and we just couldn’t justify not having enough whites so we just hired a bunch of xyz managers.

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Post ID: @h9+1jyvbtady

Why so many "PM's" compared to competition. Looks incompetent

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Post ID: @ev+1jyvbtady

As a CSS - I fully expect the Customer Success arm of the organization to be cut in the next 1-2 years. CSS's are becoming non-technical engineering roles - focusing more on administrative functions (I'd estimate 90% of the role is now administrative) over actual customer facing engineering functions. I suspect many will be LR'ed and the ones that are actual engineers will be brought over to become NCEs.

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Post ID: @eg+1jyvbtady

So many CS and CD titles with zero work.

None of these people need to be employed. Just su-king Cisco & stock profit margins.

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Post ID: @eb+1jyvbtady

Our org is so bloated with fat. I do the work, and it get reported 3-4 levels above me, so they get the credit, but no one up the chain do any work. Add the master of C2E, the Knipp guy to this list. I thought that I escaped him by going to CX. Why does incompetency get promotions all the time?

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Post ID: @cm+1jyvbtady

There’s 10 people on a call at once so that the bottom rung person actually trying to solve the problem can be told how important it is and ask for updates they’ve been sent a dozen times, all while making $150k a year.

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Post ID: @bm+1jyvbtady

Cisco needs to be thin and agile, not fat and bloating.

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Post ID: @a1+1jyvbtady

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