Customer Experience Customer Success Specialist

What You’ll Do

The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical expert who engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes.

CSSs are experts in their aligned product or architecture. They deliver targeted engagements to increase product awareness, share standard strategies, 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 expertise with discernment, CSSs provide solutions to help customers realize value faster.

The role resides within the Cisco Customer Experience (CX) organization.

• Risk Management: Identify and mitigate renewal risks, including those associated with low technical adoption, to allow for successful product integration and consistently meet customer expectations
• Collaboration: Work closely with Account teams, Customer Success, and Partners to improve 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

Our Minimum Qualifications for this Role:

• Industry relevant certifications equal to CCNA, CCNP, CCDP in either Data Center or Routing & Switching.
• Minimum 4 years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry standard methodologies related to domain
• Practical experience in configuring, supporting and solving issues with data center networks, working with DC Network design and deployment
• Understanding of data center protocols – BGP, VXLAN, QoS, SAN, Switching, Storage, Compute resources and Virtualisation, Converged and Hyperconverged Infrastructure

Our Preferred Qualifications for this Role

1. Experience with following Data Center features:

• Overlay Technologies like VXLAN EVPN and GENEVE
• Management and visibility tools or open-source monitoring (ELK, TIG stack)
• Storage protocols and Technologies like SAN, FC and FCoE
• Compute Technologies such as Server Virtualization, Red Hat, Containers, Kubernetes, Openstack, OpenShift, High performance computing GPUs, FPGAs etc.

1. Experience with automation practices such as Infrastructure as code, CI/CD pipelines, Zero-Touch-Provisioning using APIs
2. Understanding and experience with public cloud providers and integration with on-premises infrastructure

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 challenging 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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