Description
The role focuses on customer engagement and experience by working closely with customers to create value, drive adoption, and support renewals.
Responsibilities include designing, deploying, optimizing, migrating, and troubleshooting Cisco products and solutions using technical expertise, AI and automation, and strategic guidance.
Key responsibilities:
- Leads execution of advanced, multi-area solutions and deliverables
- Applies technical expertise across domains, advising on end-to-end solutions
- Builds strong, trust-based customer relationships
- Aligns solutions with customer goals, lifecycles, and challenges
- Uses a consultative approach to nurture relationships, overcome challenges, and secure next steps with customers and partners
- Adjusts strategies based on multiple feedback sources and performance insights to drive innovation and maximize customer outcomes
- Leads strategy, deployment, and optimization of Cisco services and solutions, ensuring alignment with customer goals
- Reviews and approves designs and deliverables, using AI to inform decisions and automate impact assessments
- Establishes documentation best practices, driving technical accuracy, clarity, and stakeholder alignment
- Integrates emerging AI and automation methods into delivery practices
- Builds customer simulations and supports escalation for complex technical issues
- Demonstrates expertise across technologies, developing specialized insight in a sector or domain
- Leverages advanced knowledge of software programmability, automation, orchestration, virtualization, DevOps and AI Ops to drive adoption and expansion
- Educates a range of stakeholders on technological innovations and transfers knowledge to customers, enabling them to independently manage and optimize Cisco solutions
- Manages knowledge repository, developing intellectual capital, best practices, deployment guides, and playbooks for reuse
- Uses competitive market insights to differentiate Cisco solutions and drive innovation
- Leverages AI to optimize complex workflows and reduce operational overhead
- Strengthens customer relationships and trust through co-creation, negotiation, and framing choices in terms of risk and return
- Takes end-to-end responsibility for the success of customer solutions and leads collaboration across internal teams and external stakeholders
- Applies business and financial acumen to assess solution value, considering metrics that matter to technical buyers
- Collaborates across CX Delivery, Adoption, and SE or account teams and interfaces with customers regularly
- Builds leadership presence through regular customer engagements and by participating in industry events
- Actively mentors junior CEs, contributing to their development and strengthening team performance through knowledge sharing and support
Minimum Qualifications:
- Bachelors + 7 years of related experience, or Masters + 4 years of related experience, or PhD + 1 year of related experience, or equivalent relevant work experience
- Professional level (e.g., CCNP) or equivalent and certification in DevOps (i.e., Cisco DevNet) expected