Meet the Team
The Cisco Customer Experience (CX) organization is one of Cisco's fastest-growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments. We work at the crossroads of technical knowledge and business understanding, partnering with customers to improve how they operate and achieve outcomes that matter to them.
The Customer Success Specialist (CSS) team is a collaborative group of technical advisors who bring deep product knowledge and a genuine curiosity about customer success. We work side‐by‐side with customers to guide them, not from the sidelines. We are part of a global community that shares adoption approaches and learning across Networking, Security, and Cloud & AI Infrastructure.
Your Impact
As a Customer Success Specialist, you will serve as a strategic advisor and technical expert, leading targeted engagements that accelerate product adoption and drive measurable business value for Cisco's customers. You will lead the full adoption journey, from baselining customer environments and building onboarding roadmaps to facilitating executive‐level workshops and providing feedback that directly crafts Cisco's product roadmap.
Success in this role means customers move from purchasing a solution to actively realizing its value, with you as the trusted guide at every step. Your influence extends well beyond individual engagements: as the "voice of the customer," your insights will advise Cisco Engineering and Product Management on challenges and opportunities across the product portfolio.
Lead high‐impact workshops, Expert‐Insight‐Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption. Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between purchasing a Cisco solution and achieving their desired business outcomes. Identify and mitigate adoption risks, handle customer expectations, and resolve issues promptly to ensure a successful customer journey. Document adoption plans, site matrices, and multi‐functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle.
Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco‐validated designs to ensure successful, long‐term product utilization.
Minimum Qualifications
* Protocols: Expert knowledge of enterprise networking protocols including OSPF, BGP, IS‐IS, LISP, and VxLAN.
* Platforms: Hands‐on mastery of Catalyst Center (Automation/Assurance), SDA, and SDWAN.
* Skills: Proficiency in network automation and scripting (Python/Perl) to resolve complex adoption barriers.
* Experience: 7–10+ years in technical consulting or customer‐facing technical roles.
* Education: Bachelor's degree in Engineering or Computer Science; Master's preferred.
* Certifications: CCIE preferred; Cisco Certified Success Specialist suggested.
Preferred Qualifications
* Master's degree or equivalent experience in Engineering, Computer Science, or a related field.
* Multiple advanced certifications (CCIE, CISM, CISSP); Cisco Certified Success Specialist certification strongly preferred.
* Experience contributing to the broader professional community through shared frameworks, external presentations, or published thinking.
* Experience supporting the development of senior technical specialists and contributing to team‐wide capability.
* Breadth of experience across multiple technical tracks (Networking, Security, Cloud & AI Infrastructure), with the ability to draw on cross‐domain knowledge in customer conversations.
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