Customer Success Specialist - I&MI (SP) g12

Cisco - Woodbridge Township, NJ

Full-time - Mid Level

Woodbridge Township, NJ

5,001-10,000 employees

Computer and Electronic Product Manufacturing

About the position

The Customer Success Specialist (CSS) role at Cisco is a strategic advisor and technical expert focused on enhancing customer adoption of Cisco products and solutions. This position is part of the Cisco Customer Experience (CX) organization and aims to drive business outcomes through effective customer engagement and consultative solutions. CSSs leverage their technical expertise and business acumen to ensure successful customer interactions, promote product awareness, and facilitate the adoption of Cisco's Internet and Mass Scale Infrastructure (SP) architecture products.

Responsibilities

• Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share best practices, and drive software adoption and business value.
• Utilize deep technical knowledge, business acumen, and automation skills to provide consultative solutions and ensure successful customer engagements.
• Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations.
• Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth.
• Provide feedback to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
• Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.

Requirements

• 7 to 10 years experience and expert-level knowledge of L2 Advanced Services including VPLS, EVPN, MPLS, and Segment Routing.
• Expertise in BGP, MPLS-TE, RSVP-TE, and related protocols.
• Strong understanding of Cisco's NCS 5xx, ASR 9000, NCS 5500, and Cisco 8000 product suite.
• Proven experience engaging with key customers and applying industry best practices to drive successful outcomes.
• Ability to deliver consultative sessions and technical presentations effectively.

Nice-to-haves

• Knowledge of public cloud providers such as AWS, Azure, and GCP.
• Experience with automation, leveraging APIs and programmability to orchestrate workflows.
• Suggested certifications: DevNet, CCNA, CCNP, or CCDP; CCIE, CISM, CISSP preferred.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling options