Customer Success Specialist-Enterprise Network/Data Center

What You'll Do

TheCustomer Success Specialist (CSS)role is a highly critical, strategic position working with customers to solve adoption challenges, accelerate adoption of Cisco products & services, 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 in their aligned product or architecture. Their mission to is to help the customer move to the next phase of the customer lifecycle and to visualize their future in the lifecycle. The CSS helps customers adopt and better leverage their use of Cisco products. 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 via the delivery of Customer Experience Accelerators and Ask the Experts that help customers advance through critical steps in the adoption process.

The CSS is able to effectively combine deep technical knowledge with solid understanding of business priorities to provide consultative solutions pivotal to helping customers realize value faster. This is a highly technical role intended to help our customers with a myriad of their adoption challenges across the enterprise networking product domain

Who You'll Work With

The CSS will build deep relationships with customers, partners, and the extended Cisco account team members in achieving their goals. The role will:

• Virtually deliver accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring deliverables and driving quantifiable business outcomes with scope and on-time engagement.
• Leverage domain specialization and expertise to expertly identify and proactively manage risk areas and customer expectations that could impact successful delivery
• Contribute to the customer community digital spaces.
• Contribute to enterprise network product and offer improvement by providing feedback to CX Product Management and CX Success Programs Teams
• Inspire customers to make tactical and strategic deployment decisions
• Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns, and drive incremental growth
• Drive adoption and expansion of Cisco enterprise networking products by highlighting feature opportunities, winning use cases, and relevant strategies to customers

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

Who You Are

**MUST BE US CITIZEN WITH SECRET U.S. GOVERNMENT CLEARANCE OR ABILITY TO OBTAIN A CLEARANCE***

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 optimally applied in a customer's environment to accelerate customer value

Cross-Team Collaborator & Influencer–work across internal and external teams of all levels to proactively inspire technical implementation decisions and work towards common goal. Ability to operate and interact with customers in a remote / virtual environment

Business Acumen-clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace

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.

First Responder: Skilled at issue management and managing customer expectations.

Effective Communicator: Delivers complex information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.

Must have skills:

·In-depth hands-on experience with the following Cisco DNA solutions: Software Defined WAN (SD-WAN), Software Defined Access (SD-Access), DNA Center (DNA-C) Assurance and Automation, Next Gen Wireless / Mobility Services. This in-depth experience should allow you to be able to remove barriers that are preventing the customer from adopting the above solutions.

·Deep technical knowledge in the following enterprise networking technology/architecture areas: Routing, Switching, and Wireless, especially in routing protocols: IGP, EGP, BGP, IS-IS, LISP and VxLAN

·A strong understanding of the following data center technology/architecture areas: ACI

·Ability to provide technical consultative support for the above to Cisco customers, partners, account teams and other internal technical support teams.

·Ability to communicate, demonstrate, and accelerate the adoption of enterprise networking technologies mentioned as you encourage the customer to engage in the daily use of the solution.

·Ability to provide technical guidance to help drive best practices for deployment, craft policies around configuration, automate features and utilize reporting capabilities to help accelerate adoption.

·Ability to navigate the customer's mixed environments and be able to migrate customers from legacy or competitive platforms to the latest Cisco platform.

·Ability to utilize moderate to complex lab environments to demonstrate the resolution of barriers across the entire customer lifecycle for Cisco enterprise networking products & solutions.

·Excellent written, verbal, and listening skills that strengthen relationships with internal and external stakeholders up to the executive level.

·Strong skills: leadership, interpersonal, teamwork collaboration, mentoring

·Ability to influence, inspire confidence, and build deep and enduring relationships with stakeholders at all levels of an organization.

Required Experience

·BS/BA Degree or equivalent. Masters in CS, Engineering, MIS, or equivalent preferred.

·10+ years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry best practices related to domain

·3+ years of experience working with public sector customers. (preferred)

·Prior experience leading technical teams with a track record of developing talent, fostering inter-team collaboration, and driving delivery excellence.

·Extensive 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 solve business challenges.

·Prior experience speaking at industry events as a recognized network expert.

·Track record of understanding complex technologies and conducting high risk architecture reviews to drive action plans aligned to customer business needs.

·Strong understanding of key Cisco competitors in the enterprise networking market.

·Cisco technical Certifications: CCNP / CCDP/ CCIE or equivalent strongly preferred.

*** Willingness and ability to travel 30% or more may be expected (pending role requirements) ***

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.