The Cisco 820-605 exam was officially named the Cisco Customer Success Manager and verifies the skills associated with developing and integrating solutions. The exam-takers are knowledgeable IT specialists who pride themselves on detecting the potential barriers to adoption, eliminating such blocks, and implementing the right framework.

Associated Learning Path

The Cisco Customer Success Manager Specialist designation is specifically designed to validate the technical skills that a business owner needs to propel the business outcomes by becoming a reliable advisor. It builds a solid foundation for maintaining an excellent relationship with your esteemed customers, and by opting to validate your client experience skills using this certificate, you will be confirming your commitment to cultivating first-rate sales by taking full advantage of the existing opportunities. Usually, there are no prerequisites for completing this training and Cisco provides just a single course, with a similar name, to help examinees prepare for the actual test. For experienced specialists, such a certificate is the cornerstone of an IT career that involves determining, measuring, and delivering business outcomes using technology and by working closely with customers.

Reviewing 820-605 Exam Facts

The Cisco 820-605 test has a duration of 120 minutes and costs $250 for every try. It only exists in its English version, and of course, you can schedule this exam through Pearson VUE and take it online or from a physical testing environment.

Cisco 820-605 Topics

The Cisco Customer Success Manager Specialist certification is designed to cover a total of 5 objectives that focus on a solid understanding of the customer management experience. But this doesn’t mean all questions will only focus on these domains. Thus, candidates are encouraged to prepare adequately for the official evaluation by mastering the entire course outline and the new concepts that may be added to the topics by the vendor without notice. In a bid to help you understand what the exam outline covers, in particular, we are going to discuss the 5 test objectives below:

• Module 1: Customer Success Industry (15%)

  This topic is exclusively built around the skills you should master to guarantee success in the customer management industry. So, it will start by covering the knowledge of the essential drivers that promote customer success. Then, it will focus on a definition of customer success, the entire customer lifecycle journey, and the comparison of customer sales, support, and success. Also, an area like this will evaluate the technical skills related to explaining the importance of value proposition as far as customer success goes, different models of IT consumption and purchasing, the metrics used to determine customer success, and the financial impact on expansion, renewal, and churn metrics. Finally, it will address the skills of describing the models for customer engagement and the primary goals of the Customer Success Manager.

• Module 2: Success Plan Creation (25%)

  Here, the first step will be to test if the candidate can identify the key roles of stakeholders and the solution or product purchased. Then, this section will verify an understanding of the determinant of the success of a business outcome, the analysis of the account baseline to take note of the existing gaps, the analysis of the client’s health score, and the description of the basic elements that make up a client success plan. Finally, this section will have some questions related to identifying the responsibilities and individuals that exist in a RACI, explaining the contribution of Key Performance Indicators (KPI) as well as outcomes to client value achievement, and validating the preferred business outcome depending on the information from stakeholders.

• Module 3: Barrier Management (25%)

  Here, the Cisco 820-605 exam will place much emphasis on the concepts of identifying the forms of customer barriers, describing the sources for identifying customer barriers and identifying customer barriers themselves. What’s more, this area will evaluate the skills associated with identifying the actions that affect time and value for basic customer barriers. All in all, within this domain, you’ll scrutinize the notions like the culture of corporations, tools, people, data, observation, project sponsors, product features, etc.

• Module 4: Customer Success Management (20%)

  This section confirms if the student is adept at explaining the key elements that complete customer onboarding, the role of customer management tasks, the communication demands of stakeholders, and the process of the Quarterly Success Review. Also tested is the knowledge of identifying results from the Quarterly Success Review and prospects that enable customers to act as advocates. In more detail, a topic like this will shed light on planning for deployment, value timeline, matrix usage, customer executive, business unit, customer conversations, and the like.

• Module 5: Expand Opportunities and Renewal (15%)

  To conclude, the Cisco 820-605 evaluation will test the student’s proficiency in describing the different types of expand opportunities, identifying the possible expansion opportunities within the customer lifecycle, and creating an adoption campaign that identifies expand opportunities. Also, it will test the skills related to updating the success plan of a customer using the expand opportunities, explaining the elements that make up a renewal risk analysis, and creating mitigation plans to manage risk factors.

Job Opportunities

The Cisco Customer Success Manager Specialist validation is tailored to suit individuals who work with clients on an everyday basis. This suits the role of a Customer Service Manager as we are going to find out shortly:

• Cisco Customer Success Manager: What Is It?

  A Customer Success Manager is a highly strategic position covering the implementation of efficient Cisco collaboration strategies and the identification of growth opportunities to promote business value. By getting into this position, you should be ready to demonstrate an unparalleled passion and self-drive to accelerate a mutual interaction between stakeholders, partners, and customers. What is more, you will be working with detailed customer metrics to understand user needs and formulate innovative plans that drive results. Finally, a Customer Success Manager is also responsible for documenting and sharing the best practices on a global landscape to guarantee growth in all aspects. And according to PayScale.com, these individuals earn an average salary of $69,651 per year.

Certification Path

The Cisco Customer Success Manager Specialist is part of the Cisco Digital Transformation Specialist certifications that include two broad paths. Thus, after attaining this validation, you can opt for the Cisco Renewals Manager test coded as 700-805 CRM which will equip you with the knowledge of the Customer Experience (CX) tools as well as notions.