Customer Experience Customer Success Specialist (Remote)

Cisco•San Jose, CA

1d•$173,900 - $223,300•Remote

About The Position

The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical expert that 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. CSSs are subject matter experts in their aligned products or architecture. They deliver targeted engagements to increase product awareness, share best practices, 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 best practices and success stories. Combining deep technical knowledge with business acumen, CSSs provide consultative solutions to help customers realize value faster. Mastery of relationship management, account handling, and soft skills, along with 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 Enterprise Networking architecture, specifically Cisco's Catalyst product suite. Experience with integrating with Cisco Spaces, ISE, ThousandEyes, SDWAN, and ServiceNow is essential.

Requirements

Deep understanding of relevant Cisco products to define how it solves Customer’s business challenges. This includes baselining customer environments, capturing heatmaps of products and tools (including third-party), and developing comprehensive on-boarding and adoption journeys.
Provide strategic advice on deployment decisions, led architectural initiatives, incorporating best practices and validated designs from across Cisco to ensure successful implementation and adoption with customers.
Proactively understands customer needs and drives decisions to enhance customer value and satisfaction.
Works seamlessly across internal and external teams to encourage technical implementation decisions, operating effectively in both remote and face-to-face environments.
Understands high-level business landscapes, strategic priorities, and the competitive marketplace to align technical solutions with business goals.
Demonstrates proven technical ability with relevant technologies, driving successful customer outcomes.
Delivers complex information clearly and convincingly to diverse audiences, with the ability to engage both technical architects and C-level executives, ensuring understanding and alignment.
7-10 years of technical experience with expert-level knowledge of Cisco's Catalyst Center, Campus Network (Enterprise Wired/Wireless/SD-Access/ISE), Routing & Switching, and SDWAN products.
2+ years of experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies.
2+ years of experience in automation (Python, Ansible, Terraform) including leveraging APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source).
CCNP or CCDP, and DevNet Associate are required.
BS or higher in Engineering is required.
Experience in delivering consultative sessions, and interactive technical presentations, and experience in collaborating/delivering quarterly business reviews (QBRs).

Nice To Haves

Preferred knowledge in Cisco Spaces, ThousandEyes, Cloud Security, Meraki or Splunk.
Conducted product and solution demos to drive product adoption with a strong understanding of software licensing models and running competitive SWOT analysis.
CCIE, CCDE, TOGAF, AWS Solution Architect, Azure Solution Architect Expert, Google Professional Cloud Architect or equivalent strongly preferred.

Responsibilities

Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share best practices, and drive software adoption and business value.
Utilize deep technical knowledge, business acumen, and automation skills to provide consultative solutions and ensure successful customer engagements.
Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations.
Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth.
Provide feedback to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.

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
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
annual bonuses (for non-sales roles)
performance-based incentive pay (for sales roles)