Description
The Customer Success Specialist (CSS) is responsible for driving software adoption and value realization, directly influencing successful renewals and sustained business growth.
By increasing AI-driven insights and deep technical expertise, the CSS orchestrates Technical Adoption Planning (TAP) to align technology deployments with customer business goals.
This role acts as a trusted advisor, bridging the gap between customer needs and Cisco’s product teams to ensure maximum utilization, usability, and serviceability of Cisco technologies.
Key Responsibilities
Strategic Planning & Orchestration
- Develop and drive Technical Adoption Plans (TAPs) that align with customer goals, improving technology investment.
- Facilitate workshops to review progress, drive customer outcomes, and ensure successful onboarding and renewals.
- Maintain detailed customer profiles by capturing operational insights and applying AI-driven recommendations.
Technical Enablement & Adoption
- Apply telemetry and AI-driven insights to supervise adoption, identify blockers, and advise proactive engagement strategies.
- Build and deliver technical enablement sessions and conduct customized sessions across multiple products.
- Coordinate and complete moderately complex demo setups, highlighting key features and ensuring actionable follow-ups.
- Act as a technology evangelist, providing feedback to product teams to advise development and address systemic product challenges.
Teamwork & Leadership
- Collaborate with Customer Success Managers, Account Teams, Sales, and Partners to provide a unified engagement experience.
- Mentor junior CSS team members by reviewing work, providing actionable feedback, and promoting the use of AI to automate routine tasks.
- Influence executive and customer technical decision-making by articulating the state of the adoption business.
What You’ll Do
- Lead a moderately-sized portfolio of mid-sized customers across multiple products within a specific architecture.
- Identify and mitigate adoption blockers and coordinate with support/engineering to resolve customer issues.
- Supply to the broader customer strategy by piloting new approaches and suggesting process enhancements.
- Stay current with the latest Cisco technologies, AI advancements, the competitive landscape, and broader industry trends.
Minimum Qualifications
- Bachelor’s degree + 5 years of related experience; OR Master’s degree + 3 years of related experience; OR PhD + 0 years of experience;
- Professional-level certification (e.g., CCNP) or equivalent relevant industry certification is encouraged.
- English and Spanish required; Portuguese nice to have.
- Strong understanding of the specific architecture/product set relevant to the portfolio, with an emerging awareness of adjacent technologies.
- Proven track record to facilitate technical workshops and build trusted advisory relationships with both technical and executive customers.
Benefits
- Medical, dental and vision insurance
- 401(k) plan with a Cisco matching contribution
- Paid parental leave
- Short and long-term disability coverage
- Basic life insurance
- Paid time away (vacation, holidays, sick time)