Customer Experience Customer Success Specialist(Hybrid)

Cisco•Research Triangle Park, NC

5d•$96,600 - $177,900•Hybrid

About The Position

As a Customer Experience (CX) Customer Success Specialist, you will act as the primary advocate for our customers, championing their success by aligning their goals with Meraki's capabilities. Your role is critical in all phases of the LAER (Land, Adopt, Expand, Renew) model, with a primary emphasis on the "Adopt" phase, where you directly influence customer value, growth, and renewal success. You will empower customers to unlock the full potential of the Cisco Meraki platform while driving long-term adoption and loyalty.

Requirements

3-5 years in a Customer Success-related role, with a Bachelor's degree in a technical field or equivalent experience.
Proficient with Console, Salesforce, Tableau, & Microsoft Suite including Excel and SharePoint along with strong data analytics knowledge.
Willingness to travel up to 10% (dependent upon customer needs).
CCNA or equivalent certification or experience preferred.
Demonstrated ability to build trust with customers and partners and effectively engage primary stakeholders.

Nice To Haves

Business Intelligence/analytics experience.
Exceptional written and verbal communication in English and well-refined presentation skills to C-level executives; ability to break down and communicate complex ideas concisely.
Understanding of Cisco Meraki products, their key features, and updates, with an ability to explain primary use cases and simple technical concepts.
Technical proficiency in Snowflake and SQL.
Customer Success Manager (CSM) certification, CMSS, CCNA or DEVNET certified.

Responsibilities

Driving customer adoption across the Meraki platform, helping customers understand and utilize core features and functionalities that ultimately improve their end user experience.
Building and executing concurrent high-touch customer adoption strategies, including setting tangible metrics to track progress and demonstrate value.
Understanding how the Customer Success Adoption Motion, Customer use cases and Cisco CX services portfolio can benefit customers and partners.
Identifying, engaging and building rapport with customers’ primary stakeholders to understand their business challenges and objectives.
Collaborating across internal teams to deliver aligned, end-to-end solutions while focusing on success planning and customer enablement.
Understanding the scope of the CSS role and proactively deflecting out-of-scope activities.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
grants of Cisco restricted stock units
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (non-exempt)
flexible vacation time off program (exempt)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Optional 10 paid days per full calendar year to volunteer
annual bonuses (for non-sales roles)
performance-based incentive pay (for sales roles)