Customer Success Specialist.

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CSSs are subject matter experts in their aligned product or architecture. This role is for a Specialist working on Internet Infrastructure and Automation across Service Providers, Finance, Public Sector, and Large Enterprises. We are focusing and covering Transport and Automation technologies across EMEA, and the Specialist can be based remotely within EMEA covering those customers.

CSSs deliver targeted engagements to increase product awareness, share best practices, and drive product consumption and business value. CSSs bring strategic vision, the latest technology from Cisco Engineering, and tactical expertise to ensure successful customer engagements.

They also participate in the global CSS Community to share best practices and success stories. Combining deep technical knowledge with business acumen, CSSs provide consultative solutions to help customers realize value faster.

What You’ll Do?

The Specialist will interact with customers on the engineering and operations side and coordinate with the Cisco Team for the adoption of multiple customers across EMEA. Industry certifications and any extra language will be a bonus considering that the Specialist will work across the entire EMEA region.

Mastery of relationship management, account handling, and soft skills, along with a keen understanding of the competitive landscape and how Cisco's solutions are differentiated in the market, will be key to driving adoption and ensuring customers achieve accelerated business outcomes.

This highly technical role supports customers with adoption challenges across the Internet and Automation architectures.

Key Responsibilities:

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

Who You Are?

Minimum requirements
We expect the CSS to have an excellent understanding of Cisco and Industry solutions across one or more of the following:

• Transport Core across large organizations (SP, Finance, Public Sector, Enterprise)
• Automation Environment (Cisco and Multi-vendor)
• Core MPLS or Metro (Cisco XR or Industry Standard)
• Controllers and Software Lifecycle
• Automation Software for Networking
• Additional language is an added advantage