What You’ll Do

　　At Cisco, we are building the world's best Customer Experience (CX) Team to accelerate the company transition to a recurring revenue software-centric model. The Customer Success Specialist (CSS) Leader role within Cisco’s Customer Experience (CX) organization is responsible for managing a team of CSSs who own delivery of targeted engagements intended to increase product awareness, share industry best practices, and drive overall product adoption and business value.

　　You will form and lead a hard-working, well-respected team of CSSs within the Customer Experience organization which exists to make Cisco's customers successful across the customer life cycle. You know your customers’ needs well and can help develop your team, so they delight our customers.

　　In this role you will also:

　　Build expertise in coaching and mentoring other managers​

　　Support the development and execution of Theater/Regional policy, processes and programs for technical adoption

　　Work with CS leadership to improve and accelerate the CS motion

　　Drive long-range strategic planning for and development of innovative adoption processes and programs that remove customer technical adoption barriers in the region​

　　Regularly educates internal and external audiences about the Customer Success motion

　　Contribute to product and offer improvement by providing regular lifecycle feedback to internal Cisco entities e.g. BE, Sales, CS Leadership​

　　Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns, and drive incremental growth

　　Develop strong relationships through advisory and inclusion, and peers with Theatre and Centers and CS Leadership

　　Who You’ll Work With

　　You'll build a strong network of cross-functional partners across CX, and Cisco to help our business grow profitably. Your team will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals.

　　Who You Are

　　With strong experience of both leading teams through transformation and a passion for customer delight, you have proven the ability to excite, and lead a cross-functional team to deliver strong outcomes. You excel at translating clients' business requirements into a successful and profitable business. You passionately advocate for customers, and you have an obsession with customer success.

　　At a minimum, we require:

　　Strong to in-depth knowledge of the overall Cisco portfolio and key competitors or in-depth knowledge of specialized products and technologies (e.g. Networking, Security, Data Center, Cloud)​

　　Ability to demonstrate the impact of the CSS team on the business (quantitative and qualitative metrics)

　　Detailed understanding of the fundamentals of Services aligned to offer specialization areas, including onboarding, troubleshooting, providing internal/external technical presentations, cross training, features and use cases

　　Previous supervisory/leadership experience strongly preferred

　　+12 years of relevant experience; Bachelors degree preferred

　　Fluent Korean required; basic English communication needed

　　If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.

　　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.