Customer Success Specialist - Collab

What You’ll Do

The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical expert 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 Cisco’s fastest growing teams.

The CSS is an expert on their aligned product or architecture. The CSS mission is to help customers adopt and expand their utilisation of Cisco solutions and the value it brings to their business. Maintaining an end-to-end lens, the CSS will partner closely with others (accounts teams, sales specialists, delivery teams, etc.) to provide the best-possible experience for the customer including where appropriate the delivery of Customer Experience Accelerators and Ask the Experts sessions that help customers advance through critical steps in the adoption process.

Who You’ll Work With

The Collaboration specific CSS role will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:

• Establish credibility and influence Customer Contact Architects and Managers, as well as work collaboratively with hands on technical professionals.
• Lead strategic customer design meetings and support elements of both pre- and post-sales for large Enterprise Customers. Provide technical and design leadership for both Customer and Cisco Collaboration engineers.
• Significant contributor to the planning and design of Cisco Collaboration technologies that will integrate with new and existing infrastructure, including identified Third Party products, custom developments, and services to deliver a cohesive solution.
• Develop and incubate new service strategies and articulate them within a technical and business framework.
• Drive adoption and expansion of Cisco solutions by highlighting feature opportunities, winning use cases, and relevant strategies to customers.
• Inspire customers to make tactical and strategic deployment decisions
• Supports the Customer Support Executive (CSE) in 1:1 customer engagements and events.
• Recommend and ensure appropriate technical alternatives have been considered, selected and effectively implemented.
• Contributes to product and offer evolution by providing lifecycle feedback to CX Product Management and CX Success Programs Teams
• Collaborate with Account teams, Services, and Partners to improve customer perception, adoption, and work through potential product concerns with the Customer and BU.
• Deliver Accelerators, ATX (Ask-the-Expert), and Precision Engagement sessions where appropriate, tailoring deliverables and driving business outcomes.
• Responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers
• A willingness to travel 25% or more (pending role requirements)

Who You Are

• Customer Obsessed : Proactively understands customer needs and aligns architectural and vertical expertise to cross-functional teams to drive alignment on decisions that enhance customer value.
• Technical Guru : Deep technical knowledge with ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be effectively applied in a customer’s environment to accelerate customer value
• Business Acumen- clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace
• Cross-Team Collaborator & Influencer –work across internal and external teams of all levels to proactively inspire technical implementation decisions and work towards common goal.
• Leader : Ability to form and lead teams. Exceptional team-building and time management skills. Consistent track record in establishing new organizations, procedures, and offerings.
• Deep Domain Expertise: Expert with domain and industry deep technical knowledge of specialization architectures and customer stories.
• Results Oriented : Interest in and proven execution ability with relevant technologies and customer outcomes.
• 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

• Experience in Cisco and third-party Enterprise collaboration applications, solutions and Contact Center infrastructures and cloud collaboration platforms.
• Deep understanding of the customer deployment and mirgration processes and how technology solutions can play a key enabler role.
• Ability to influence customer solution teams and designs. Innovation and out of box thinking.
• Excellent written, verbal, presentation and whiteboard skills
• Strong customer-facing design and architectural skills, with a customer enablement mindset
• Proven ability to document, propose and present comprehensive collaboration solution recommendations, and designs.
• Local language is required.
  

Minimum Qualifications

• Cisco Collaboration technologies – 8+ years of experience (Communications Manager CUCM, Contact Center, Cloud computing, Webex Teams, Webex Calling, Webex Meetings, Webex Devices, Webex Control Hub, Collaboration endpoints, and performing customisations).
• Experience with Cisco DC architecture products as well as firewalls, session boarder controllers, Expressway and integrating to boarding networks
• Experience with integrating to 3rd party platforms such as VMWare, SBCs, Microsoft Active Directory, Office 365
• Experience in: VOIP, Video, Unified Messaging, Jabber, Data centre architectures as well as core IP Routing Switching. Experience of Management technologies will also be desirable.
• CCIE or equivalent strongly preferred
• BS Engineering, Computer Science, Masters strongly preferred
• Bachelor's or foreign degree equivalent in Computer Science, Computer Engineering, Electrical Engineering or related field. Masters advantageous.
• 10+ years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry best practices related to domain.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. A security company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

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