Technical Adoption Specialist

Presidio • ,

8d

About The Position

The Presidio Technical Adoption Specialist is a key liaison, working both internally and externally to align business goals with Presidio's services and solution architectures. This collaborative role involves engaging with Presidio's sales, delivery, and operations teams, along with customers and manufacturing partners, to enhance the overall customer experience. As an integral part of the account and service teams, especially focusing on Adopt & Expand Services, the Technical Adoption Specialist takes charge of long-term Adoption & Expansion strategies for software subscriptions. This includes conducting regular Adoption Reviews with customers and driving the progression of defined technology Use Cases to deliver lifecycle adoption services. In this capacity, the Technical Adoption Specialist accelerates customers' planned ROI for software investments, facilitates Solutions Planning, and improves operational readiness and performance, all in close collaboration with Presidio Sales and Service Delivery.

Requirements

• Ability to perform (or at least a basic understanding) IT financial modeling such as ROI and TCO estimation.
• Comprehension of system and solution architectures, preferred.
• Ability to quickly obtain Cisco Customer Experience Professional Level Certification(s)
• Experience with Gainsight Customer Success Management Platform or equivalent CSMP/CRM, preferred.
• Proven Technical problem-solving and design ability.

Nice To Haves

• Advanced communications skills – must have ability to tailor the message to relevant audiences.
• Advanced writing skills – must have ability to develop professional looking and comprehensive project deliverables such as business cases, project solution charters, impact analysis, high level architectures, planning level requirements.
• Advanced presentation skills – must have ability to present project deliverables in concise and clear manner to a variety of audiences (from executive teams to tech teams)
• Advanced listening and purposeful questioning skills – must have ability to listen “between the lines” and ask purposeful questions in effort to extract information during interviews and workshops.
• Understanding of basic Consulting Services models and metrics such as relationship between utilization goals, project GP and bill rate
• Ability to communicate technical concepts clearly and effectively, in written and oral form, to a variety of audiences.
• Resourcefulness – ability to research and consult a wide variety of sources in order to problem solve efficiently for customers with little direction.
• Bachelor’s degree or equivalent experience and/or military experience
• 3 years of experience in Customer Service / Customer Success with heavy customer facing responsibilities.

Responsibilities

• Focused on the Cisco Enterprise Security portion of the business.
• Attain and retain subject matter expertise on subscription software options and provisioning processes.
• Document workflow for Presidio provisioning and lifecycle management and identify areas for process improvement across Presidio.
• Increase Adoption of purchased services leading to industry-leading renewal rates, referrals, and expansion opportunities.
• Be responsible to engage the appropriate account teams well in advance of any subscription renewals. This includes providing information on the account for usage, any customer issues, upsells during the subscription, and the latest billing information.
• Consistent engagement with our customers through project lifecycle ensuring customer is maximizing the use of all the functionality and features that are inclusive in the solution and has relevance tied with the business outcomes.
• Drive knowledge and usage adoption of product and service features and software products procured by customers.
• Develop plans for customer adoption and address any barriers that are impeding customer success.
• Identifying cross sell and upsell opportunities within Presidio accounts and collaborating with the account team including submissions and tracking.
• Creatively engage customers through development of new adoption methods and service packages and offerings

Benefits

• Presidio is committed to hiring the most qualified candidates to join our amazing culture.
• We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities.
• We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio.
• Diversity of skills and thought is a key component to our business success.
• Presidio has a strong commitment to the community we serve and our employees.
• As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.
• Presidio is an Equal Opportunity Employer Disability/Vets.
• Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities.
• Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree