Description
We're seeking a Customer Experience Customer Success Specialist to join our team. As a CSS, you will be a technical guide focused on delivering an exclusive customer experience. You will help customers adopt and expand Cisco solutions, showing the impact on their business goals.
Your Impact:
- Ensure adoption of software and value realization leading to successful renewals and business growth.
- Develop and execute technical adoption planning (TAP) to maximize technology investments.
- Facilitate alignment workshops to review adoption progress and drive expected customer outcomes.
- Create and deliver advanced technical enablement Expert Insight Series.
- Engage in 1:1 customer engagements and community events.
Responsibilities:
- Handle adoption for a moderately-sized portfolio of mid-sized customers.
- Drive adoption and expansion of Cisco Data Center Networking products.
- Conduct technical enablement sessions and organize demo setups.
- Support TAP execution and maintain detailed customer profiles.
- Proactively follow up with customers post-session.
- Identify common adoption blockers and recommend accelerators.
- Collaborate with CXMs to align session delivery with customer goals.
- Apply product and service knowledge to guide onboarding and adoption conversations.
- Configure and maintain low to moderately complex test environments.
- Use telemetry and AI-driven insights to identify opportunities for improvement.
- Share customer feedback and competitive observations.
- Mentor junior CSSs and champion unified engagement.
- Contribute to customer strategy and foster cross-functional collaboration.
Minimum Qualifications:
- In-depth knowledge of DC Networking, Cisco ACI, VXLAN, DC compute solutions.
- Ability to provide technical consultative support.
- Excellent written, verbal, and listening skills.
Preferred Qualifications:
- BS/BA Engineering, B.Tech/ B.E/ M.Tech/ MCA in Computer Science or equivalent.
- 6+ years of experience in technical consulting or direct customer interfacing role.
- Cisco Certifications: CCNP / CCDP/ CCIE or equivalent.