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The Cisco Customer Success Manager (820-605 CSM) exam evaluates the candidates’ knowledge and skills needed for the development and integration of solutions, identification of adoption barriers & actions to remove them, implementation of adoption frameworks, as well as interpretation of customer usage data while heading the customers to renewals and creating new sales opportunities through the whole customer lifecycle. Passing this test makes the individuals eligible for earning the Cisco Customer Success Manager Specialist certification.
The certification exam is designed for those specialists who have experience in communication with the customers for identifying, measuring, and delivering the business outcomes with the help of technology implementation. There are no other formal requirements for taking this test but the applicants should have a good comprehension of the exam topics before attempting Cisco 820-605.
Exam Details
The Cisco 820-605 exam has the allocated duration of 90 minutes. The test is available for the candidates in two languages: English and Japanese. To schedule the certification exam, the learners are required to pay the registration fee of $250. This test is proctored by Pearson VUE, the official administrator of all the Cisco exams. The individuals can choose the option of an online proctored test or take their exam at one of the Pearson VUE testing centers located worldwide.
Cisco offers its students to prepare for the 820-605 exam with the help of the official training course, Cisco Customer Success Manager (DTCSM) v2.1. This 3-day option comes with experiential learning via hands-on exercises based on the real-life case studies and use cases. It enables the individuals planning to take Cisco 820-605 to gain confidence in executing key tasks with the help of best practice methodologies and tools while receiving feedback from the facilitator and peers. The training is delivered in two formats: instructor-led and E-learning. The first variant includes real-time lectures as well as exercises held via video conference or in-person. E-learning allows the applicants to learn at their pace and on their own schedule. In addition, the candidates are free to use alternative study materials from the third-party training platforms. You will find a variety of study guides, practice tests, and other useful resources online.
Exam Topics
The syllabus of the Cisco 820-605 exam contains 5 subject areas. Each of them contains specific knowledge and skills that the candidates must develop mastery in. The highlights of these domains are outlined below:
Customer Success Industry – 15%
- Explaining the core drivers creating the need for customer success
- Determining customer success, including expected & unexpected value
- Explaining the customer lifecycle journey
- Comparing customer support, customer success, and sales
- Explaining the value proposition for customer success
- Explaining various IT consumption & purchasing models, including CapEx versus OpEx, software licensing, enterprise agreements, and service subscriptions
- Determining the core indicators for customer success, including leading indicators & lagging indicators
- Explaining the financial implication of the metrics, such as Expand, Churn, as well as Renewal (LTV, MRR, ATR, ACV)
- Describing customer engagement models on the basis of customer segmentation, including high touch, digital touch, as well as virtual touch
- Describing the goals of the Customer Success Manager
Success Plan Development – 25%
- Determining the solution or product purchased
- Determining the core stakeholder roles
- Validating the desired business outcome on the basis of information retrieved from the key stakeholders
- Determining crucial success factors to connect to the business outcomes
- Analyzing the account baseline to determine gaps, including people, tools, and process
- Analyzing a customer health score, including product usage, customer sentiment, customer financials, as well as product quality
- Describing the common components of a customer success plan
- Explaining the function of targeted use cases
- Determining the individuals as well as responsibilities within the RACI (Responsible, Accountable, Consulted, and Informed) matrix
- Explaining how Key Performance Indicators (KPI), metrics, and outcomes contribute to achieving customer value
Barrier Management – 25%
- Determining the types of customer barriers, including business, technical, corporate culture, and operational
- Describing the sources used to define customer barriers, including tools, people, and process
- Determining customer barriers, including conversation, observation, and date
- Determining the actions that have an impact on time to value for common customer barriers. These include stalled or prolonged implementation, lack of product features, loss of a project sponsor, performance issues or product quality, as well as the product that is not appropriate for the customer
Customer Success Management – 20%
- Explaining the following components of customer onboarding: priority success focus, deployment planning, priority success focus, feature matrix utilization, as well as timeline to value
- Explaining the purpose of the following vital customer management activities: account data & scoreboard review, industry & customer observations, customer interactions & conversations, success plan review, as well as capturing success moments
- Explaining the stakeholders’ communication needs, including Customer Executive, Services, Customer User, Account Manager, as well as Business Unit
- Describing the process of Quarterly Success Review
- Determining the outcomes retrieved from a Quarterly Success Review
- Determining the opportunities enabling the customers to act as advocates
Expand Opportunities & Renewal – 15%
- Determining the following types of expand opportunities: change management services, additional features, new solutions, new use cases, and additional user groups
- Determining the possible expansion opportunities across the customer lifecycle from a customer success plan
- Creating an adoption campaign to identify expand opportunities
- Updating a customer success plan using expand opportunities
- Explaining the components of renewal risk analysis
- Creating mitigation plans that address risk factors
Job Titles and Possible Paycheck
Passing the Cisco 820-605 exam and obtaining the Cisco Customer Success Manager Specialist certification equips the successful candidates with the skills and knowledge required for performing the Customer Success Manager role, which drives the business and organizational outcomes from technology solutions in customer engagements. The certificate will also provide extensive opportunities for career and salary growth. The major job roles and associated average salaries that will become available to you after getting certified are as follows:
- Lifecycle Success Program Manager: $57,000-$108,000
- Collaboration Customer Success Manager: $54,000-$134,000
- Customer Voice Marketing Manager: $58,000-$113,000
- Customer Solutions Engineer: $67,000-$140,000
- Product Manager: $90,000-$142,000
- Account Manager: $49,000-$106,000
- CX Product Manager: $105,000-$161,000
- Senior Systems Engineering Manager: $102,000-$194,000
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