Customer Experience Customer Success Specialist

While reading our job description, please remember – we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results.

Who we are:

The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical expert 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.

What You’ll Do:

CSSs are subject matter experts in their aligned product or architecture. They deliver targeted engagements to increase product awareness, share standard processes, and drive product consumption and business value. CSSs bring strategic vision, the latest technology from Cisco Engineering, and tactical expertise to ensure successful customer engagements. They also participate in the global CSS Community to share standard processes and success stories. Combining deep technical knowledge with eye for business, CSSs provide consultative solutions to help customers realize value faster. Mastery of relationship management, account handling, and soft skills, along with a keen understanding of the competitive landscape and how Cisco’s solutions are differentiated in the market, will be key to driving adoption and ensuring customers achieve accelerated business outcomes.

This highly technical role supports customers with adoption challenges across the security architecture, specifically with the following Solution Domains:

• Integrated Security Operations
• Cloud & Network Security
• Zero Trust Network Access

Experience with integrating Cisco’s security products is essential.

Key Responsibilities:

• Customer Engagement: Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share standard processes, and drive software adoption and business value.
• Technical Expertise: Apply deep technical knowledge, business acumen, and automation skills to provide consultative solutions and ensure successful customer engagements.
• Risk Management: Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations.
• Collaboration: Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth.
• Product Feedback and Advocacy: Provide feedback to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
• Strategic Advice and Adoption Journey: Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.

Who You Are:

• Technical Expert: Possesses deep technical knowledge with a focus on connecting Cisco solutions to customer use cases, continuously learning new technologies and standard processes.
• Customer-Centric Attitude: Proactively understands customer needs and drives decisions to enhance customer value and satisfaction.
• Cross-Team Collaborator: Works seamlessly across internal and external teams to encourage technical implementation decisions, operating effectively in both remote and face-to-face environments.
• Business Acumen: Understands high-level business landscapes, strategic priorities, and the competitive marketplace to align technical solutions with business goals.
• Results Oriented: Demonstrates proven execution ability with relevant technologies, driving successful customer outcomes.
• Effective Communicator: Delivers complex information clearly and convincingly to diverse audiences, with the ability to engage both technical architects and C-level executives, ensuring understanding and alignment.

Minimum Required Experience:

• 7+ years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry standard processes related to the security domain
• Expert-level technical knowledge a must for:
• Zero Trust Network Access
• Secure Firewall and Cloud Security
• SecOps
• Minimum two of the following Cisco Security Suites:
• Breach Protection Suite or
• User Protection Suite
• Cloud Protection Suite
• Fluently bilingual (Speaking and Writing) in Italian and English.
• Demonstrable experience engaging with key customers, understanding their unique needs, and applying industry standard processes to drive successful outcomes.
• Delivered consultative sessions, interactive technical presentations, and collaborating on quarterly business reviews (QBRs).
• Conducted product and solution demos to drive product adoption with a solid understanding of software licensing models and running competitive SWOT analyses.

Desired Qualifications:

• Expert-level knowledge of integrating across multiple architectures.
• Demonstrated success with complex technologies and conducting high-risk architecture reviews.
• Provided strategic advice on deployment decisions, led architectural initiatives, incorporating standard processes and validated designs from across Cisco to ensure successful implementation and adoption with customers.
• Demonstrated ability to apply deep understanding of relevant Cisco products to define how technology solves Customers’ business challenges. This includes baselining customer environments, capturing heatmaps of products and tools (including third-party), and developing comprehensive on-boarding and adoption journeys.
• Expert understanding and experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies.
• Expertise in automation, including demonstrating APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source).
• Suggested Certifications: DevNet, CCNA, CCNP, or CCDP required; CCIE, CISM, CISSP or equivalent strongly preferred.
• Suggested Cisco Success Management certifications: Cisco Certified Success Specialist.
• BS in Engineering, Computer Science; Masters or equivalent experience preferred.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most ambitious of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco 

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