Customer Experience Customer Success Specialist

Job Description

Who You'll Work With

Customer Experience (CX) Customer Success Specialists (Enterprise Networking, DNA) for Partner are a team of extraordinary resources whose #1 focus is to deliver exclusive Customer and Partner experience. We help solve business challenges with solutions that accelerate customer and partner success.

As a team we know that in engineering, services 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 for Partners team we help Partners adopt and expand Cisco solutions by showing impact on the customer’s 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.

What You’ll Do

As the Partner CSS focused in Services Adoption and Lifecycle Delivery your mission is to help Scale CX Partner portfolio transformation and adoption of CX Success Portfolio by our Partners.

You will:

• Be an expert on partner channel, professional, lifecycle, managed services and supporting CX delivery best practices for our customers and partners in LatinAmercia, Canada and the United States.
• Be a services delivery specialist collaborating w/ Partner Success Specialists, Channels Sales on integrating and extending Partner services with CX offers accelerating profitable growth together
• Assess CX Partner delivery capabilities and quantify their CX lifecycle and technology delivery readiness and collaborate with Sales/CX/Partners to improve customer adoption, address product concerns
• Actively monitor partners capabilities during delivery and drive get well plans if partner not delivering per Cisco standards w/PSS and PSSMs
• Enable and coach CX Partners to co-deliver CX services and adoption programs
• Join in 1:1 and 1:many CX Partner engagements, local events. Contributes to the partner community digital spaces
• Be responsible for evangelizing the end-to-end CX offer strategy and roadmap with CX Partner sales, services and success teams
• Deliver workshops and webinars to a diverse set of Partners/customers that qualify, tailoring deliverables and driving business outcomes within scope and on-time engagement.
• Inspire Partners to make tactical and strategic decisions and track long term business outcomes.
• Collaborate with Stakeholders, Customer Success, and Partners to elevate customer adoption as well as address Services concerns.
• Drive adoption and expansion of Cisco Offers by identifying and highlighting opportunities, winning use cases, and relevant strategies to customers and the Success team.
• Contribute to product and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams
• Lead the delivery experience to the partner; being a single point of ownership and accountability for Cisco services adoption and delivery related activities and assuring partner outcomes across the lifecycle.

Who You Are

You ideally have industry recognized certifications and drive for continuous learning, results orientation and teamwork. You work as a willing team member, following directions and learning from others.

• Influence and challenge the partner's thinking to develop better solutions to business and IT objectives
• Establish and maintain relationships with key partners, most senior executives and decision makers -ability to directly influence decisions
• You can connect technology solutions to business outcomes and use cases
• You articulate the technical features into business impact, you can easily talk about technology to non-technical people. You are also an active listener.
• Influence and work with multiple Partner personas, ie. Sales, Business Development, Procurement, Customer Success, Delivery, etc - understand process, commercial terms, etc.
• Successfully engage and manage partner capabilities and resources as part of the partner experience.
• Help shape multi-year services strategy, in conjunction with sales and partner leadership.
• Drive services revenue growth through sales pursuits aligned with account plan.
• Ability and experience in working independently with remote supervision required.
• Some travel to team meetings in centralized location will be required.

Strongly Preferred

• Fluent in English and Spanish
• Devnet Certified
• Minimum of 5+ years in technical consulting or direct customer interacting or engagement roles
• Strong knowledge of Cisco Meraki, Meraki, SD-WAN, Thousand Eyes, DNA Center, DNA Automation, DNA Assurance and DNA Spaces
• Strong Networking, Routing and Switching experience, especially routing protocols
• Experience deploying and troubleshooting DNA Centre, or similar Network Management System.
• Understanding of network automation and assurance Scripting knowledge on Python is a plus
• Strong business acumen to understand customers’ business goals and challenges Strong presentation skills and ability to build rapport with customers
• CCNP / CCIE strongly preferred Academic qualifications:
• Past experience or industry knowledge of Partner / Reseller roles
• Previous knowledge and experience with Cisco’s Services Portfolio.
• Understanding of Cisco’s CX Offers including MDR/Operate and Lifecycle Advantage

Minimum Qualifications

• Some experience with enterprise networking and SD-WAN, SDA, SD Access
• Ability to drive results through executive influence and consultative approach - focus on most critical issues and establish a pragmatic path to decisions and action
• Strong executive presence, presentation, meeting facilitation, and communications skills
• High threshold for working in undefined frameworks, with ability to structure work and manage teams leading strategic and transformational initiatives.
• Creative, out-of-the-box strategic and analytic problem-solving skills, both qualitative and quantitative
• Demonstrated ability to work cross-functionally through sensitive topics in order to achieve business objectives

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 we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that