Full Stack Observability Customer Success team in Cisco is seeking a highly motivated and customer-focused Customer Success Specialist to join our team. As a Customer Success Specialist, you will play a critical role in ensuring our customers' success by providing technical guidance, deliver ATXs and Accelerator sessions, and proactively help customers adopt Cisco’s FSO solutions. You will collaborate closely with cross-functional teams, including Sales, Product Engineering, SPMs, and CSEs to deliver exceptional customer experiences and drive long-term customer satisfaction.

　　Responsibilities:

　　About the Role

　　FSO Customer Success Specialists are passionate technologists who love connecting and working with customers to help them adopt and derive value from the product and address their key business pain points using our best-in-class Cisco FSO solutions. They deliver successful outcomes, provide constant guidance, and become trusted advisors so that our customers spend less time fixing issues and more time driving value, innovation and creativity to deliver outstanding digital experiences to their end-users.

　　Key responsibilities (What do you do?)

　　Develop strong relationships with key collaborators within the customer teams as well as Cisco teams (CSE, SPM, Sales, Engineering etc.), adopting a consultative and prescriptive approach that inspires trust and confidence.

　　Enable customers to realize the most value from their Cisco FSO investments.

　　· Develop a deep understanding of our FSO products, its offerings, and its technical aspects to effectively assist customers with technical inquiries, configurations, integrations, and troubleshooting. Deliver targeted technical workshops and ATX sessions to clients in order to drive adoption of the AppD platform and FSO solutions.

　　· Provide timely and accurate responses to customer inquiries via various communication channels, such as email, chat, phone, and online platforms.

　　· Guide new customers through the whole product lifecycle journey from on-boarding to implement to renew. Provide training and ATX sessions to ensure customers are equipped to effectively use our product.

　　· Collect and relay customer feedback to internal teams, helping to shape product development and improvements based on customer insights.

　　Keep abreast of dynamic technology landscapes with a particular focus on adjacent technologies like microservices, containerization, Cloud, software security, etc.

　　Mentor other Services team members on various technical topics to promote a shared culture of technology excellence at all levels.

　　Foster collaboration with our Sales. Product, Support, Customer Success and Engineering teams and provide feedback from the field on features and functionality.

　　Critical Experience (What experience do you need?)

　　Bachelor’s degree in Computer Science or similar technical field or equivalent technical experience

　　6+ years of relevant technical experience as Technical or Architecture lead in a customer facing consulting role.

　　Understanding of the FSO, Security and Application Performance Management space with hands on experience with AppDynamics or competing products a bonus.

　　Excellent customer interaction and presentation skills (ability to clearly communicate to different audiences and deliver a message in a concise, professional manner).

　　Ability to educate customers on the value of our products and build trusted advisor relationships at all levels of the organization.

　　Knowledge and experience (4+ years) in at least two of the following technical domains

　　SDLC practices including Agile, DevOps and CI/CD strategies.

　　IT Operations (NOC or similar)

　　Virtualization and Containerization (Kubernetes, Pivotal Cloud Foundry)

　　Cloud technologies (AWS, Azure, GCP, etc)

　　Open Telemetry

　　SAP Technologies

　　Application Performance Management

　　Application Development

　　Experience with JavaScript (JQuery, Dojo, AngularJS, etc), Java (J2EE), .Net

　　Perks

　　We know that the award winning culture at Cisco is something to brag about, but here are more reasons that make you excited to get out of bed to come in the morning, like:

　　Medical, dental, vision coverage

　　401k match (4.5%)

　　Wellness perks (gym, hobbies, education, store discounts, personal finance)

　　4 weeks PTO (up to 6 weeks of PTO accrued), 10 days VTO, 14 holidays (including 1 birthday PTO and 1 floating holiday)

　　Mandatory company shut down between Christmas and New Years

　　#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 we’re "old" (36 years strong) and only about hardware, but we’re 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 can’t 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 the 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? 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!

　　Cisco Covid-19 Vaccination Requirements

　　The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

　　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.