The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical specialist who engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest-growing teams.

　　What You'll Do

　　CSSs are domain experts in their aligned products or architecture. This role owns delivery of targeted engagements intended to increase product awareness, share industry standard methodologies, and drive overall product consumption and business value. The CSS brings strategic vision, the latest technology from Cisco Engineering teams, and tactical expertise to ensure every customer engagement is a success while also actively participating in the global CSS Community where they collaborate with their peers to share standard methodologies and customer success stories. They can effectively combine deep technical knowledge with solid understanding of business priorities to provide consultative solutions pivotal to helping customers realize value faster.

　　This senior-level, highly technical role is intended to help our customers with many adoption challenges across the Network Experiences architecture, specifically supporting Cisco's Wired product suite. Consulting and Deployment Experience with SD-WAN is required and expertise around Cisco Catalyst Center, Meraki and Thousand Eyes is strongly preferred.

　　You Will:

　　Deliver Adoption Accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring work and producing quantifiable business outcomes with scope and timely engagement.

　　Facilitate high-impact, technology-specific workshops targeted at all levels of an organization to accelerate a business initiative, potentially in conjunction with the Customer Success Executive (CSE) or other collaborators in Customer Success and Sales

　　Leverage domain expertise to identify and proactively manage renewal risk and customer expectations that could impact successful adoption

　　Demonstrate deep technical knowledge of Cisco Route/Switch, SD-WAN and integration across multiple architectures

　　Contribute to product and offer improvement by providing lifecycle feedback to Cisco Engineering, CX Product Management, and CX Success Programs Teams

　　Encourage customers to make tactical and strategic deployment decisions and motivate long-term business outcomes

　　Collaborate closely with a select set of Account teams, CS, and Partners to improve customer adoption in a set of mapped account within one segment/vertical, address product concerns, and drive incremental growth across technology domains

　　Responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers

　　Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers and the Success team.

　　Who You Are

　　Customer Obsessed: Proactively understands customer needs and applies architectural and vertical expertise to cross-functional teams to drive decisions that improve customer value

　　Technical Guru: Deep technical knowledge with the ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be optimally applied in a customer’s environment to accelerate customer value. Drives continued learning of new technologies, functionality, and industry best practices

　　Cross-Team Collaborator & Influencer: Work across internal and external teams at all levels to proactively encourage technical implementation decisions across all Cisco technologies (Security, Data Center, Wired Networking, etc.) and work towards common goal. Able to operate and interact with customers in a remote / virtual and face-to-face environment (varies by role)

　　Business Strategist: Clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace

　　Results Oriented: Proven execution ability with relevant technologies and customer outcomes

　　First Responder: Skilled at issue management and managing customer expectations.

　　Effective Communicator: Delivers sophisticated information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.

　　Minimum Qualifications

　　Expert level knowledge in Cisco Enterprise Routing and Switching with a particular focus on SD-WAN solutions, as well as a solid understanding of the entire Cisco Network Experiences architecture portfolio

　　7-10 years of experience working with SD-WAN integrations into customer’s entire infrastructure across multiple architectures

　　Extensive experience designing, implementing and supporting Cisco Route/Switch solutions in customer environments

　　Strong customer facing and presentation skills. Good storyteller and ability articulate how technology can be used to solve business challenges

　　Expert-level understanding of the technical fundamentals of aligned technologies, including features and use cases

　　Track record of understanding sophisticated technologies and conducting high risk architecture reviews to drive action plans aligned to customer business needs

　　Applying a deep understanding of industry-standard methodologies related to domain

　　CCNP or equivalent required

　　BS Engineering, Computer Science, Electrical Engineering, OR combination of experience, degree in a related technical field

　　Preferred Qualifications

　　SD-Routing, Catalyst Center, SD-Access, Meraki, Thousand Eyes (etc) knowledge strongly preferred

　　Current CCIE (Written AND Lab) strongly preferred

　　Cisco Certified Success Specialist preferred

　　DevNet Associate or equivalent preferred

　　Why Cisco?

　　#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

　　Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

　　We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

　　We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

　　So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco

　　Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

　　Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.