Description
The Customer Experience Customer Success Specialist -NX 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:
- Drive 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 lead customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and cross-functional onboarding programs
- Act as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes
- Oversee TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions
- Demonstrate deep knowledge across several products in a secondary architecture
- Run adoption business reviews (state of usage, blockers, market trends) and update TAPs, integrating AI analytics to highlight trends and forecast needs
- Partner with Sales and CX leadership to co-create adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals
- Manage adoption across multiple stakeholders and teams, ensuring consistency and quality of customer experience
- Communicate complex details in meetings or workshops, tailoring content for varied audiences to achieve clear understanding
- Participate in events like roadshows or technical sessions, using advanced setups to demonstrate solutions and follow through on action items
- Design and lead 1:many series; measure reach and impact
- Lead technical strategy across customer success programs, aligning product capabilities and architecture choices with lifecycle delivery and business outcomes; explain trade-offs to stakeholders
- Integrate advanced telemetry and AI models, design and run complex labs (multi-domain, multi-site) to de-risk deployments; document “known good” patterns; adapt them dynamically to address specific customer technical challenges
- Act as Technology Evangelist, turn field signals into product improvements, own some high-value asks, build the case, and follow through to resolution, collaborating with other Cisco teams on service enhancements and adoption strategies
- Set vision and direction for customer success programs across multiple teams or regions, integrating AI-driven productivity insights to accelerate results
- Lead cross-functional initiatives to scale best practices globally and improve customer outcomes
- Mentor senior IC talent, team leads, and managers, providing guidance on complex customer situations and organizational strategy
- Represent CSS community and interests in planning and decision-making forums
Minimum Qualifications:
- Bachelors + 8 years of related experience, or Masters + 6 years of related experience, or PhD + 3 years of related experience, or equivalent relevant work experience
- Expert level (e.g., CCIE) or equivalent relevant certification expected. Industry trend certifications