Cisco Customer Success Specialist (CSS) - Networking Experiences - 1360335 in RTP, North Carolina
The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical specialist that engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest growing teams.
What You'll Do
CSS are specialists in their aligned product or architecture. This role owns delivery of targeted engagements intended to increase product awareness, share industry standard methodologies, and drive overall product consumption and business value. The CSS brings strategic vision and tactical expertise to ensure every customer engagement is a success while also actively participating in the global CSS Community where they collaborate with their peers to share standard methodologies and customer success stories. They are able to effectively combine deep technical knowledge with solid understanding of business priorities to provide consultative solutions pivotal to helping customers realize value faster.
This is a highly technical role intended to help our customers with a myriad of their adoption challenges across the Networking Experiences architecture supporting DNA, SD-WAN, Thousand Eyes, and Meraki among others.
Deliver accelerators and ATX (Ask-the-Expert) to a diverse set of customers that qualify, tailoring work and producing quantifiable business outcomes with scope and timely engagement.
Facilitate high impact, technology-specific workshops targeted at all levels of an organization to accelerate a business initiative, potentially in conjunction with the Customer Success Executive (CSE)
Demonstrate domain specialization and expertise to expertly identify and proactively manage risk areas and customer expectations that could impact successful delivery
Contribute to product and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams
Encourage customers to make tactical and strategic deployment decisions and supervise long term business outcomes
Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns, and drive incremental growth
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 and the Success team
Who You Are
Customer Obsessed: Proactively understands customer needs and aligns architectural and vertical expertise to cross-functional teams to drive alignment on decisions that improve customer value.
Technical Guru: Deep technical knowledge with ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be optimally applied in a customer’s environment to accelerate customer value. A drive for continued learning in new technologies, functionality, and industry best practices
Cross-Team Collaborator & Influencer -work across internal and external teams of all levels to proactively encourage technical implementation decisions and work towards common goal. Ability to operate and interact with customers in a remote / virtual and face-to-face environment (varies by role).
Business Acumen- clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace
Results Oriented: Interest in and proven execution ability with relevant technologies and customer outcomes.
First Responder: Skilled at issue management and managing customer expectations.
Effective Communicator: Delivers sophisticated information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.
EN Switching, DNA, SDA, SD-WAN, Meraki, ThousandEyes
Interfacing/engagement role with a deep understanding of industry standard methodologies related to domain
Extensive understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges
Track record of understanding sophisticated technologies and conducting high risk architecture reviews to drive action plans aligned to customer business needs
Suggested Cisco technical Certifications: DevNet, CCNA / CCNP / CCDP/ CCIE or equivalent strongly preferred
Suggested Cisco Success Management certifications: Cisco Certified Success Specialist
CISM / CISSP or equivalent preferred.
BS Engineering, Computer Science, Masters preferred
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.