Customer Success Specialist (CSS) - IBN - Campus Network - Wireless

Job Description

What You‘ll 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:

· Provide the best-possible experience for the customer via the delivery of CX workshops and webinars that help customers advance through critical steps in the adoption process

· Contribute to product and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams

· Collaborate with Account teams, Customer Success, Partners to improve customer adoption, address product concerns

· Inspire customers to make tactical and strategic deployment decisions and track long term business outcomes

· Drive adoption and expansion of Cisco products by highlighting future opportunities, winning use cases, and relevant strategies to customers and the Success team

Who You'll Work With

The CSS will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals. The role will:

• Work closely with Cisco’s Customer Success Managers such as Customer Success Executive (CSE) and Success Programs Manager (SPM) to facilitate high impact, technology-specific workshops targeted at all levels of an organization to accelerate a business initiative
• Deliver Accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring deliverables based on customer needs
• Leverage Enterprise Networking domain specialization and expertise to identify and proactively manage adoption risk areas and customer expectations that could impact successful delivery
• Help improve ATX & Accelerator offers by providing feedback to CX Product Management and CX Success Program teams
• Influence customers to make tactical and strategic deployment decisions to achieve their business outcomes and improve Cisco product adoption
• Collaborate with various stakeholders such as Account teams, Sales Engineering, Product Sales, Professional Services, Support Services and Partners to improve customer product adoption, resolve usage barriers, and drive
• Be responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers

Who You Are

• Customer Obsessed : You love customer interactions and understand customer needs and align architectural and vertical expertise to multi-functional teams
• Technical Guide : You are able to explain technical concepts, give clients guidance and vision about the solution. You have a thorough understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases. Preferred technology skills: Campus Network Wireless including any of the following: WLAN, Wi-Fi, Catalyst 9800, Meraki MR, etc.

Suggested Certifications: CCNA / CCNP / CCDP/ CCIE, Cisco Certified Success Specialist, CISM, CISSP

• Cross-Team Collaborator & Influencer – You work across internal and external teams of all levels to inspire technical implementation decisions and work towards common goal.
• Business Aware - You can connect technology solutions to business outcomes
• Responder: You are skilled at issue management and running customer expectations.
• Effective Communicator : You articulate the technical features into business impact, you can easily talk about technology to non-technical people. You are also an active listener.

We Are 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. And 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.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.