Description
The Cisco Customer Experience (CX) organisation is one of Cisco's fastest-growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments.
As a Customer Success Specialist, you will serve as a strategic advisor and technical expert, leading targeted engagements that accelerate product adoption and drive measurable business value for Cisco's customers.
Responsibilities:
- Lead high-impact workshops, Expert-Insight-Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption, while proactively providing feedback to CX Product Management to improve these offerings.
- Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between purchasing a Cisco solution and achieving their desired business outcomes, including baselining environments and developing comprehensive onboarding journeys.
- Identify and mitigate adoption risks, such as low technical usage or integration barriers, by handling customer expectations and resolving issues promptly to ensure a successful customer journey.
- Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle.
- Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco validated designs to ensure successful, long-term product utilization.
Requirements:
- Fluent Japanese proficiency
- Expert knowledge of enterprise networking protocols including OSPF, BGP, IS-IS, LISP, and VxLAN.
- Hands-on mastery of Catalyst Center (Automation/Assurance), SDA, and SDWAN.
- Proficiency in network automation and scripting (Python/Perl) to resolve complex adoption barriers.
- 7-10+ years in technical consulting or customer-facing technical roles.
- Bachelor's degree in Engineering or Computer Science; Master's preferred.
- CCIE preferred; Cisco Certified Success Specialist suggested.
Preferred Qualifications:
- Master's degree or equivalent experience in Engineering, Computer Science, or a related field.
- Multiple advanced certifications (CCIE, CISM, CISSP); Cisco Certified Success Specialist certification strongly preferred.
- Experience contributing to the broader professional community, such as through shared frameworks, external presentations, or published thinking.
- Experience supporting the development of senior technical specialists and contributing to team-wide capability.
- Breadth of experience across multiple technical tracks (Networking, Security, Cloud & AI Infrastructure), with the ability to draw on cross-domain knowledge in customer conversations