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 handle adoption for a moderately-sized portfolio of mid-sized customers, managing deployments that may span multiple products/solutions within a single technology area, using AI-powered analytics to monitor adoption and inform engagement strategies.
Key responsibilities include:
- Developing and executing technical adoption plans (TAPs) that align with customer goals
- Conducting technical enablement sessions and demo setups for customer meetings
- Supporting TAP execution by identifying adoption blockers and recommending relevant accelerators
- Maintaining detailed customer profiles and applying AI-driven recommendations to suggest improvements in product use
- Proactively following up with customers post-session to ensure adoption progress and support successful CSAT outcomes
- Identifying common adoption blockers and recommending relevant accelerators
- Collaborating with Customer Experience Managers (CXMs) to align session delivery with customer goals and lifecycle milestones
- Applying product and service knowledge to guide onboarding and adoption conversations with customers
- Configuring and maintaining low to moderately complex test environments for customer demos
- Using telemetry and AI-driven insights to identify opportunities for improvement
- Sharing customer feedback and competitive observations to support product and service enhancements
- Mentoring junior CSSs and championing unified engagement by coordinating with other Cisco teams
Minimum qualifications:
- Bachelors + 5 years of related experience, or Masters + 3 years of related experience, or PhD + 0 years of related experience, or equivalent relevant work experience
- Professional level (e.g., CCNP) or equivalent relevant certification expected