What You’ll Do
The new Customer Success Specialist (CSS) role in the CX area is a highly transparent, strategic position working with customers to accelerate results and drive business outcomes.
The CSS is an expert on their aligned product or architecture. Their mission is to help the customer move to the next phase of the customer lifecycle and to visualize their future accordingly.
Maintaining an end-to-end lens, they partner closely with accounts teams, sales specialists, delivery teams, etc. to deliver the best possible experience for the customer via the delivery of Customer Experience Accelerators and Ask-the-Expert.
The CSS will build deep relationships with customers, senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will :
Deliver accelerators and ATX (Ask-the-Expert) to a diverse set of customers that qualify, tailoring deliverables and driving business outcomes with scope and timely engagement.
Joins the Customer Support Executive (CSE) in 1 : 1 customer engagements and events.
Chips in to product and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams.
Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns.
Responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers.
Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers
Who You Are
Customer Obsessed : Proactively understands customer needs and aligns architectural and vertical expertise to multi-functional teams to drive alignment on decisions that improve customer value.
Technical Guru : Extensive technical knowledge with ability to understand and connect customer use cases / plans with Cisco solutions and how these can be efficiently applied in a customer’s environment to accelerate customer value
Cross-Team Collaborator & Influencer : You work with teams of all levels to encourage technical implementation decisions and work towards common goal.
Business Acumen Savvy : You have a clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace
Leader : Ability to form and lead teams. Outstanding team-building and time management skills and track record in establishing new organizations, procedures, and offerings.
Results oriented, skilled at issue management and managing customer expectations and effective communication in order to deliver complex information in a confident and convincing manner.
5-7 years of experience in technical consulting or direct customer interfacing / engagement role
Deep technical knowledge in the following technology / architecture areas : Networking (Routing, Switching, and Wireless), especially in routing protocols : IGP, EGP, BGP,IS-IS, LISP and VxLAN,
Experience deploying and troubleshooting PnP (plug and play), APIC-EM (Application Policy Infrastructure Controller Enterprise Module), DNA Center, or similar Network Management System.
Knowledge of Software Defined Access, Software Defined WAN, and DNA Automation and Assurance.
Understanding of network automation and application development.
CCNP / CCDP / CCIE or equivalent strongly preferred.
BS Engineering, Computer Science, Masters strongly preferred.
Ability to travel 25% - 50% of the time.
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.