1+ months

Customer Success Specialist (CSS) - Data Center Networking

Cisco Systems Inc.
Poland, NY 14747

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.

This is a highly technical role intended to help our customers with a myriad of their adoption challenges as a specialist within the Cisco Data Centre architecture, including ACI and DC networking.

For this role we are interested in a Networking specialist with experience in one or more of the areas above.


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

  • Customer Obsessed: Inherently understands customer needs and provides the best CX onboarding and contract lifecycle experience to improve customer value.
  • Technical Guide: Enough technical knowledge to understand and connect customer business outcomes to offer functionality to accelerate customer value
  • Cross-Team Collaboratorwork across internal and external teams of all levels to proactively support the customer. Reducing the time it takes the customer to start engaging with and receiving value from their service. Ability to operate and interact with customers in a remote / virtual environment
  • Business Acumen: clear understanding of the customers business outcomes and how the CSS can support the customer on their path
  • Results Oriented: Interest in and confirmed execution ability with relevant offers and driving customer to their outcomes.
  • First Responder: Skilled at issue management and handling customer expectations
  • Effective Communicator: Delivers complex information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.

Required Experience

  • 3-5 years of experience in technical consulting or direct customer interfacing/engagement role with understanding of industry standard methodologies
  • 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 tackle business challenges
  • Strong business acumen to understand customers business goals and challenges
  • Thorough understanding of the customer success function and its importance in the industry
  • Strong presentation skills and ability to establish rapport with customers

Knowledge of at least one of the following: ACI, DC networking

  • Suggested Cisco technical Certifications: CCNA / CCNP / CCDP/ CCIE or equivalent strongly preferred
  • Suggested Cisco Success Mgmt certifications: Cisco Certified Success Specialist
  • BS Engineering, Computer Science, Masters preferred

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

Why Cisco

       #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 were old (36 years strong) and only about hardware, but were 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 cant 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 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? 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! 


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Posted: 2020-09-18 Expires: 2020-11-22

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Customer Success Specialist (CSS) - Data Center Networking

Cisco Systems Inc.
Poland, NY 14747

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