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Customer Success Specialist

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Job Description

Meet the Team

The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical authority who engages with customers to accelerate their adoption of Cisco products solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization.

Your Impact

CSSs are subject matter authorities in their aligned product or architecture. They deliver targeted engagements to increase product awareness, share standard processes, and drive product consumption and business value. CSSs bring strategic vision, the latest technology from Cisco Engineering, and tactical expertise to ensure successful customer engagements. They also participate in the global CSS Community to share standard processes and success stories. Combining deep technical knowledge with business insight, CSSs provide consultative solutions to help customers realize value faster. Proficiency in relationship management, account handling, soft skills, and a keen understanding of the competitive landscape and how Cisco's solutions are differentiated in the market will be key to driving adoption and ensuring customers achieve accelerated business outcomes.

This highly technical role supports customers with adoption challenges across the NX architecture, specifically Cisco's campus and Wireless product suite. Experience with integrating NX architecture is needed.

Key Responsibilities:

- Customer Engagement: Conduct targeted consultative sessions and interactive technical presentations and drive software adoption.
- Technical Expertise: technical knowledge and automation skills.
- Risk Management: Identify and mitigate renewal risks associated with low technical adoption to ensure product integration and consistently meet customer expectations.
- Collaboration: Work closely with Account teams, Customer Success, and Partners to improve customer adoption, address product concerns, and drive growth.
- Product Feedbackand Advocacy: Provide suggestions to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
- Strategic Advice and Adoption:Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.

Minimum Qualifications

- Expert-level knowledge of Cisco's NX Architecture or Campus and Wireless products with proven ability to integrate across multiple architectures.
- Preferred knowledge in CISCO Catalyst Center.
- Confirmed experience engaging with key customers, understanding their outstanding needs, and applying industry-standard processes to drive successful outcomes.
- Delivered consultative sessions, and interactive technical presentations, and collaborated on quarterly business reviews (QBRs).
- Proven track record in applying a deep understanding of relevant Cisco products to define how technology solves Customers business challenges. This includes baselining customer environments, bringing together heatmaps of products and tools (including third-party), and developing comprehensive onboarding and adoption journeys.
- Conducted product and solution demos to drive product adoption with a strong understanding of software licensing models and running driven SWOT analyses.
- Demonstrated success with sophisticated technologies and conducting high-risk architecture reviews.
- Provided strategic advice on deployment decisions, led architectural initiatives, incorporated standard processes, and validated designs from across Cisco to ensure successful implementation and adoption with customers.
- Expert understanding and experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies.
- Expertise in automation, including demonstrating APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source).
- Suggested Certifications: DevNet, CCNA, CCNP, or CCDP are required; CCIE, CISM, CISSP, or equivalent are strongly preferred.
- Suggested Cisco Success Management certifications: Cisco Certified Success Specialist.
- BS / MS in Engineering, Computer Science; Masters preferred.

Preferred Qualifications

- Technical Guide:Possesses technical expertise with a focus on connecting Cisco solutions to customer use cases, continuously learning new technologies and standard processes.
- Customer-Centric Demeanor:Proactively understands customer needs and drives decisions to improve value and satisfaction.
- Cross-Team Collaborator:Works seamlessly across internal and external teams to encourage technical implementation decisions, operating effectively in both remote and face-to-face environments.
- Business Insight:Understands high-level business landscapes, strategic priorities, and the driven marketplace to align technical solutions with business goals.
- Results Oriented:Demonstrates shown execution ability with relevant technologies, driving successful customer outcomes.
- Effective Communicator:Delivers sophisticated information clearly and convincingly to diverse audiences, with the ability to engage both technical architects and C-level executives, ensuring understanding and alignment.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidates hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Role:Technical Support - Non Voice

Industry Type:IT Services & Consulting

Department:Customer Success,Service & Operations

Employment Type:Full Time, Permanent

Role Category:Non Voice

Education

UG:Any Graduate

PG:Any Postgraduate