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 orchestrate Technical Adoption Plans (TAPs) that align technology deployments with customer business goals. As a trusted advisor, the CSS connects customer needs with Cisco product teams to help maximize the utilization, usability, and serviceability of Cisco technologies. The CSS manages a moderately sized portfolio of mid-sized Duo and Secure Access customers across multiple products within a specific architecture. The role includes developing and reviewing adoption plans, facilitating customer workshops, monitoring adoption through telemetry and AI-powered analytics, delivering technical enablement, coordinating demos, resolving adoption blockers, and sharing customer and product feedback. The specialist collaborates with Customer Success Managers, account teams, sales, and partners, and mentors junior CSS team members. Candidates need a bachelor’s degree and five years of related experience, a master’s degree and three years of related experience, a PhD and no years of experience, or equivalent relevant work experience. Professional-level certification such as CCNP, or an equivalent relevant industry certification, is encouraged. English and Spanish are required; Portuguese is a nice to have.
Requirements
- Bachelor’s degree and 5 years of related experience; or master’s degree and 3 years of related experience; or PhD and 0 years of experience; or equivalent relevant work experience.
- English and Spanish language proficiency.
- Strong understanding of the specific 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.
Nice To Haves
- Professional-level certification such as CCNP, or an equivalent relevant industry certification, is encouraged.
- Portuguese language proficiency.
Responsibilities
- Develop and drive Technical Adoption Plans (TAPs) that align Duo and Secure Access deployments with customer goals and improve technology investment.
- Facilitate alignment workshops to review progress, drive customer 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-driven insights to monitor adoption, identify blockers, and guide proactive engagement.
- Build and deliver 1:many technical enablement through the Authority Insight Series and conduct customized sessions across multiple products.
- Coordinate and complete moderately complex demo setups, highlight key features, and ensure actionable implementation follow-ups.
- Advocate for customers by providing product teams with feedback to inform development and address systemic product challenges.
- Collaborate with Customer Success Managers, account teams, sales, and partners to provide a unified engagement experience.
- Mentor junior CSS team members by reviewing work, providing actionable feedback, and promoting AI use to automate routine tasks.
- Influence executive and customer technical decision-making by communicating adoption status, market trends, and observations.
- Lead 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 or engineering to resolve customer issues.
- Contribute to broader customer strategy by piloting new approaches and suggesting process improvements.
- Stay current with 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 continued employment and vesting terms.
- Paid holidays and a floating holiday for non-exempt employees
- Birthday paid day off, year-end holiday shutdown, and personal wellness days
- Paid vacation or flexible vacation time off, depending on employee classification
- Paid sick time
- Additional paid time away may be requested for critical or emergency family issues
- Optional paid volunteer days
- Annual bonuses may be available for non-sales roles, subject to Cisco policies
- Sales-plan incentive compensation may apply to employees on sales plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
