Customer Experience Customer Success Specialist
About The Position
The Customer Success Specialist (CSS) drives software adoption and value realization to support successful renewals and sustained business growth. The role uses AI-driven insights and technical expertise to develop Technical Adoption Plans (TAPs) that align Duo and Secure Access deployments with customer business goals. Acting as a trusted advisor, the CSS connects customer needs with Cisco product teams to improve technology utilization, usability, and serviceability. The specialist manages a moderately sized portfolio of mid-sized customers across multiple products within a specific architecture. The role includes facilitating customer workshops, monitoring adoption and addressing blockers, delivering technical enablement and demos, coordinating issue resolution, and sharing customer and market feedback with product teams. The CSS also collaborates across customer success, account, sales, and partner teams, and mentors junior team members.
Requirements
- Bachelor’s degree and 5 years of related experience; or a master’s degree and 3 years of related experience; or a PhD and 0 years of experience; or equivalent relevant work experience.
- Strong understanding of the architecture and product set relevant to the portfolio, with emerging awareness of adjacent technologies.
- Proven ability to facilitate technical workshops and build trusted advisory relationships with technical and executive customers.
- English and Spanish language proficiency.
Nice To Haves
- Professional-level certification, such as CCNP, or equivalent relevant industry certification is encouraged.
- Portuguese language proficiency.
Responsibilities
- Develop and drive Technical Adoption Plans aligned with Duo and Secure Access customer goals.
- Facilitate alignment workshops to review progress, drive outcomes, and support onboarding and renewals.
- Maintain detailed customer profiles, capture operational insights, and apply AI-driven recommendations to improve product usage.
- Use telemetry and AI-powered analytics to monitor adoption, identify blockers, and recommend proactive engagement strategies.
- Build and deliver technical enablement sessions, including the Authority Insight Series, and conduct customized sessions across multiple products.
- Coordinate and complete moderately complex technical demo setups, highlight key features, and ensure actionable implementation follow-ups.
- Provide customer and technology feedback to product teams to inform development and address systemic product challenges.
- Collaborate with Customer Success Managers, account teams, sales, and partners to provide a unified customer experience.
- Mentor junior Customer Success Specialists by reviewing their work, providing actionable feedback, and encouraging AI use to automate routine tasks.
- Influence executive and customer technical decisions by communicating adoption status, market trends, and relevant observations.
- Manage a moderately sized portfolio of mid-sized Duo and Secure Access customers across multiple products within a specific architecture.
- Identify and mitigate adoption blockers, such as configuration or training gaps, and coordinate with support and engineering to resolve customer issues.
- Contribute to broader customer strategy by piloting new approaches and suggesting process improvements.
- Stay current on Cisco technologies, AI advancements, the competitive landscape, and industry trends.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Restricted stock unit grants may be available, subject to eligibility and vesting conditions
- Paid holidays and a floating holiday for non-exempt employees
- Paid birthday day off
- Paid year-end holiday shutdown
- Paid personal wellness days
- Paid vacation or flexible vacation time off, depending on employee classification
- Sick time off
- Additional paid time away may be requested for critical or emergency family issues
- Optional paid volunteer days
- Annual bonuses for eligible non-sales roles
- Performance-based incentive pay for employees on sales plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
