Customer Success Specialist

What Youll Do The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical authority that 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 Ciscos fastest growing teams.

Who Youll Work With

If you are looking for proactive involvement in crafting the strategic direction of Cisco and Customer Experience, we have a place for you. The CSS will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals. The role will:

• Deliver Accelerators (consultancy sessions) and ATX (Ask-the-Expert sessions) to a diverse set of customers that qualify, tailoring work youre doing and producing quantifiable business outcomes.
• Leverage domain specialization and expertise to authoritatively identify and proactively handle risk areas and customer expectations that could impact successful delivery
• Provide lifecycle feedback to CX Product Management and CX Success Programs Teams
• Collaborate with Account teams, CX, and Partners to improve customer adoption, address product concerns, and drive incremental growth
• Be responsible for voicing support for the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers

Who You Are

• You possess practical technical proficiency with aligned technologies.
• You love customer interactions, understand customer needs and align architectural and vertical expertise to multi-functional teams
• You are able to explain technical concepts and give clients guidance and vision about the solution. You thoroughly understand the aligned technology/specialization areas, including features and use cases.
• You have industry-recognized certifications and an ability to motivate change through innovation.

Must-Have Skills

• Significant knowledge of the following technology and architecture areas: Networking, Routing Protocols, Cisco Catalyst Center, Software Defined Access, understanding of Network automation and application development
• Ability to provide technical consultative support for the above to Cisco customers, partners, account teams and other internal technical support teams.
• Ability to communicate, demonstrate, and accelerate the accurate utilization of Cisco Catalyst Center features as you encourage the customer to engage in the daily use of the solution.
• The ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be effectively applied in a customers environment to accelerate business value.
• Ability to apply moderate to complex lab environments to demonstrate the resolution of barriers across the entire customer lifecycle for Cisco security products & solutions.
• Excellent written, verbal, and listening skills that strengthen relationships with internal and external customers up to the executive level.

Required Experience

• BS/BA Engineering, Computer Science or equivalent.
• 5+ years of experience in technical consulting or direct customer interfacing role
• Cisco Certifications: CCNP / CCDP/ CCIE or equivalent strongly preferred.
• Extensive understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to address business challenges.

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. Were the Internets optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet its not what we make but what we make happen which marks us out. Were 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. Were 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 others 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 were 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? 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! #WeAreCisco

Message to applicants applying to work in the U.S. and/or Canada: When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidates hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Ciscos flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Ciscos Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.