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
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
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
Contribute to lifecycle asset development and maintenance through rotations, asset development sprints, and/or stretch assignments with the Lifecycle Success team
Who You Are
This is a highly technical role intended to help our customers with myriad adoption challenges as a specialist in Cross-domain automation spanning architectures fromCampus, Branch. DC, Cloud, to SP, etc.
5-10 years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry best practices
Knowledge of Network Management Solutions for Enterprise or Service Providers
Experience with Network Operations and IT processes and tools (ITIL, ITSM, etc)
Experience with one technology domain - Enterprise Networks, Security, Data center, Cloud
Knowledge of one or more Automation products/controllers : DNAC, NSO, vManage, APIC, SecureX, Crosswork & Intersight or industry similar
Knowledge of few technology domains - Enterprise Networks, Security, Data Center, Cloud and SP to articulate the Automation use cases
Knowledge of cross domain automation architecture and concepts e.g. Process Automation, Resource management & Policy management
Working knowledge of Cloud native & Virtualization technologies, e.g. Kubernetes, VMware, Openstack & NFV
Knowledge of CI/CD and SDLC tools, e.g. Jenkin, Git, Automated Testing frameworks
Knowledge of Software stacks and Integration frameworks e.g. MEAN, BPMN, Web services & REST
Some hands-on experience with Software programming e.g. Python, Javascript, Java & Golang
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.
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