1+ months

Customer Success Specialist (CSS Engineer) - APM & Network Analytics (AppD & ThousandEyes)

Cisco Systems Inc.
Mexico City, Mexico
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Who You'll Work With

Customer Experience (CX) Customer Success Specialists (CSS) are a team of extraordinary technical guides whose #1 focus is to deliver exclusive customer experience. We help solve business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is measured through customer happiness metrics, industry recognition, and employee happiness scores.

As a team we know that in engineering and customer success, you can only be successful together, so we emphasize a culture of helping each other, working together, winning together and having fun together. As a CSS team we help customers adopt and expand Cisco solutions by showing impact on the customers business goals. Maintaining an end-to-end lens, as CSSs we partner closely with Customer Success Executives, Success Programs Managers, sales accounts teams, delivery teams, partners and others.

What Youll Do

As the CSS you are a guide to the client on your aligned product or architecture. Your mission is to help the customer move to the next phase of the customer lifecycle and to visualize their future in the lifecycle. You will:

  • Deliver workshops and webinars (Accelerators and ATX - Ask-the-Expert) to a diverse set of customers that qualify, tailoring deliverables and driving business outcomes within scope and on-time engagement
  • Inspire customers to make tactical and strategic deployment decisions and track long term business outcomes
  • Collaborate with Account teams, Customer Success, and Partners to elevate customer adoption as well as address product concerns
  • Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers and the Success team
  • Join the Customer Success team in customer engagements and events to improve customer adoption and address product concerns
  • Contribute to the customer community digital spaces and asset development of Success Tracks
  • Contribute to product and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams
  • Contribute to lifecycle asset development and maintenance through rotations, asset development sprints, and/or stretch assignments with the Lifecycle Success team

Who You Are

You are a technical expert within Application and Networking Analytics, and you have hands on technical expertise. You ideally have industry recognized certifications and drive for continuous learning, results orientation and teamwork. You work as a willing team member, following directions and learning from others.

  • You love customer interactions and understand customer needs and align architectural and vertical expertise to multi-functional teams
  • You are able to explain technical concepts, give clients guidance and vision about the solution. You have a thorough understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases
  • You can connect technology solutions to business outcomes
  • You articulate the technical features into business impact, you can easily talk about technology to non-technical people. You are also an active listener
  • Strong English communication skills. Spanish and/or Portuguese a strong plus
  • Bring your ideas and best practices to grow the Customer Success model

Qualifications and Skills:

  • Understanding of analytics platforms such as AppDynamics and ThousandEyes are preferred, others are a plus (Dynatrace, SolarWinds, etc.)
  • Strong experience with Unix/Linux system administration especially in RedHat Linux and CentOS
  • Understanding of technology domains such as SP, R&S, SD-WAN, Collaboration, DC networking are a plus
  • Understanding of Big Data technologies (Hadoop, Spark, ETL, Splunk)
  • Familiarity with other Cisco analytics integrations (Cisco AI Network Analytics, SDWAN vAnalytics, etc..)
  • Familiarity with at least one of the following Database Technologies (Oracle, Microsoft SQL Server, PostgreSQL, Cassandra, MongoDB, IBM DB2, Sybase)
  • Familiarity with Cloud Native technology Stack (Kubernetes, Docker, RedHat OpenShift)
  • Certifications on AppDynamics, Cisco CCNP, Cisco DEVNET, Cisco Certified Success Specialist, CISM, CISSP are a plus.
  • In-depth understanding of Analytics technology trends and evolution as well as its market trends and challenges
  • Customer-facing experiences such as a pre-sales, consultancy or experience in APM strongly preferred
  • Familiarity or prior experience with Cisco DNA Center and Data Center switching is highly encouraged
  • Watch this video to learn more about Cisco and this dynamic role: https://www.youtube.com/watch?v=HgOGG6iPIpk

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Posted: 2021-05-10 Expires: 2021-07-12
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Customer Success Specialist (CSS Engineer) - APM & Network Analytics (AppD & ThousandEyes)

Cisco Systems Inc.
Mexico City, Mexico
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