Customer Experience Customer Success Specialist

Cisco•Annapolis Junction, MD

5d•Onsite

About The Position

The Customer Success Specialist (CSS) role ensures the adoption of software and value realization that lead to successful service renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies. Our CSS’s are an integral part of the Customer Experience (CX) team delivering proactive Technical Adoption Plans (TAPs) to our customers. We combine the power of Cisco Analytics and Knowledge with the outstanding technical expertise and consulting (that’s you) to drive value, innovation, and adoption in our customer’s network. We help them to reduce risk, drive innovation, and enhance their network to meet business objectives. We are the customer’s trusted advisor and expert, helping the customer understand their network, reduce risks, and take advantage of the technology. We work closely with Cisco Engineering to advocate for innovation for our customer and as a liaison, share what is coming with our customers to help them be the groundbreakers of technology. As a Customer Success Specialist, you will drive solutions-based, technical and complex adoption strategies across large, strategic customer segments, managing high-complexity enterprise deployments where AI-analytics inform both planning and execution. You will regularly lead customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and multi-functional onboarding programs. The CSS acts as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes. Additionally, you will oversee Technical Adoption Plans (TAP) execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions. At the core, a CSS must be able to demonstrate deep technical knowledge in at least one area of expertise and be able to engage with customers on its application in their architectures. You will work directly with our customers and gain direct experience and exposure into their networks. You will collaborate on a variety of projects that have a real impact on the lives of Veterans and military service members. We will value your ideas and perspective on how to get things done. You will work on network infrastructures and help to deliver business solutions and technology solutions from data, security, mobility, and cloud.

Requirements

Must possess a current US Government DOD Security clearance at a TS/SCI Full Scope level.
8 years relevant experience in Cisco networking (Emphasis on Security. Enterprise Networking, Data Center, Full Scope Observability (FSO) and AI are a plus).
Cisco Certified Internetwork Expert (CCIE), Cisco Certified Networking Professional (CCNP) or equivalent skills (Security, Enterprise Networking).
Comfortable speaking in front customers, both live and via video, presenting Cisco solutions with confidence.
The successful applicant will be performing work on US Government classified environments, and therefore, must be a U.S. Person (i.e., U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee).
This position will perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

Nice To Haves

Be experienced delivering Cisco standard methodologies within our customer's infrastructure.
Be able to demonstrate the ability to lead or guide teams made up of Cisco, Customer and Partner members in the analysis and resolution of sophisticated network problems.
Be able to develop and orchestrate technical adoption plans (TAPs) that align with customer business objectives and improve technology investments to promote the full realization of Cisco solutions
Strong analytical and problem-solving skills with ability to solve technical problems.
The ability to dive strategic, technical and complex adoption strategies across large, strategic customer segments, leading complex enterprise deployments where AI-analytics inform both planning and execution
Regularly lead customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and cross-functional onboarding programs
Have the capacity to see and articulate a vision that inspires adoption and change!

Responsibilities

Drive solutions-based, technical and complex adoption strategies across large, strategic customer segments.
Manage high-complexity enterprise deployments where AI-analytics inform both planning and execution.
Regularly lead customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and multi-functional onboarding programs.
Act as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes.
Oversee Technical Adoption Plans (TAP) execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions.
Demonstrate deep technical knowledge in at least one area of expertise and engage with customers on its application in their architectures.
Work directly with customers and gain direct experience and exposure into their networks.
Collaborate on a variety of projects that have a real impact on the lives of Veterans and military service members.
Work on network infrastructures and help to deliver business solutions and technology solutions from data, security, mobility, and cloud.

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
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
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 employees)
flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations) (exempt employees)
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
Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.