Description
This role ensures the adoption of software and value realization that lead to successful renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies.
You will proactively develop and orchestrate technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize technology investments and promote the full utilization of Cisco technologies.
Key responsibilities include:
- Drives strategic, technical and complex adoption strategies across large, strategic customer segments, managing high-complexity enterprise deployments where AI-analytics inform both planning and execution
- Regularly leads customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and cross-functional onboarding programs
- Acts as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes
- Oversees TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions
- Demonstrates deep knowledge across several products in a secondary architecture
- Runs adoption business reviews (state of usage, blockers, market trends) and updates TAPs, integrating AI analytics to highlight trends and forecast needs
- Partners with Sales and CX leadership to co-create adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals
- Manages adoption across multiple stakeholders and teams, ensuring consistency and quality of customer experience
- Communicates complex details in meetings or workshops, tailoring content for varied audiences to achieve clear understanding
- Participates in events like roadshows or technical sessions, using advanced setups to demonstrate solutions and follow through on action items
- Designs and leads 1:many series; measures reach and impact
- Leads technical strategy across customer success programs, aligning product capabilities and architecture choices with lifecycle delivery and business outcomes; explains trade-offs to stakeholders
- Integrates advanced telemetry and AI models, designs and runs complex labs (multi-domain, multi-site) to de-risk deployments; documents “known good” patterns; adapts them dynamically to address specific customer technical challenges
- Acts as Technology Evangelist, turns field signals into product improvements, owns some high-value asks, builds the case, and follows through to resolution, collaborating with other Cisco teams on service enhancements and adoption strategies
- Sets vision and direction for customer success programs across multiple teams or regions, integrating AI-driven productivity insights to accelerate results
- Leads cross-functional initiatives to scale best practices globally and improve customer outcomes
- Mentors senior IC talent, team leads, and managers, providing guidance on complex customer situations and organizational strategy
- Represents CSS community and interests in planning and decision-making forums