Customer Experience Customer Success Specialist- NX

224 PT Cisco Technologies Indonesia; Jakarta Pusat; On-site; IDR 400,000,000 - 800,000,000; Full time

Job summary

224 PT Cisco Technologies Indonesia is seeking a seasoned Customer Success Specialist to bridge business goals with advanced technical deployments. You will craft AI-driven adoption plans, run architected enablement sessions, and build labs to validate migrations and automation for large enterprise and service provider customers in the APAC region.

You’ll collaborate with cross-functional teams to influence product roadmaps, improve usability, and drive long-term renewals while mentoring

Qualifications

• Bachelor’s degree with 7+ years of relevant experience or Master’s with 4+ years.
• Professional-level certifications (CCNP, DevNet Professional or equivalent).
• Experience in customer success, systems engineering, or post-sales delivery.

Responsibilities

• Architect AI-Driven Technical Adoption Plans and translate business outcomes into milestones.
• Lead high-impact technical enablement across APJC region.
• Build hands-on labs and demonstrations for migrations and automation.
• Be the voice of the field to influence Cisco’s global product roadmap.
• Drive cross-functional collaboration with Account Teams, CSMs, SEs, and partners.
• Mentor regional engineering community and author configuration checklists.

Skills

Customer success

Systems engineering

Technical consulting

Post-sales delivery

Automation scripting

Education

Bachelor's degree + 7+ years

Master's degree + 4+ years

CCNP / DevNet Professional / equivalent

Job description

Why Cisco CX?

Southeast Asia is undergoing one of the fastest digital and cloud transformations in the world. In Jakarta, our enterprise and service provider customers are investing heavily in modernizing their digital infrastructure.

As a Customer Success Specialist (CSS), you won’t just be troubleshooting technology—you will be the strategic technical partner who ensures our largest customers unlock the full power of their software investments. By combining deep architectural expertise with AI-powered telemetry and adoption frameworks, you will shape how leading ASEAN organizations build, operate, and scale their next‑generation networks.

What You’ll Do

You will be the bridge between customer business ambitions, complex technical deployments, and Cisco’s product engineering teams.

• Architect AI-Driven Technical Adoption Plans (TAPs): Translate business outcomes into clear technical milestones. Leverage telemetry, predictive AI insights, and customer health signals to proactively identify adoption barriers and drive full platform utilization.
• Lead High-Impact Technical Enablement: Deliver both focused 1:1 architectural consultations and scalable 1:many Expert Insight Series to educate and empower technical leaders across Malaysia, Indonesia, and the broader APJC region.
• Build Hands-On Labs & Demonstrations: Design realistic customer topologies and lab simulations to validate complex migrations, automation workflows, and edge‑case integrations before production rollout.
• Be the Voice of the Field: Collect real‑world customer insights and telemetry data to influence Cisco’s global product roadmap, driving usability, feature enhancements, and serviceability.
• Drive Cross-Functional Impact: Partner closely with Account Teams, Customer Success Managers (CSMs), Systems Engineers, and Cisco Partners to ensure customer success, contract health, and long‑term renewal growth.
• Mentor & Elevate the Community: Share knowledge across our regional engineering forums, author reusable configuration checklists/scripts, and mentor emerging technical talent across the ASEAN CX team.

Who You Are

• Experienced Technologist: Bachelor’s degree + 7+ years of relevant experience, or Master’s degree + 4+ years of relevant experience (or equivalent practical industry experience).
• Certified Expertise: Professional-level certification (e.g., CCNP, DevNet Professional, or equivalent industry credential).
• Adoption & Lifecycle Acumen: Proven track record in customer success, systems engineering, technical consulting, or post‑sales delivery within enterprise or service provider environments.
• Hands‑On & Curious: Comfortable setting up proof‑of‑concept demos, scripting baseline automation/health‑checks, and interpreting telemetry data to guide technical decisions.
• Storyteller & Communicator: Fluent in English with strong local stakeholder communication skills (Bahasa Malaysia / Bahasa Indonesia proficiency is a strong advantage for local customer engagement).

Why You’ll Love Working With Us

Global Impact, Local Scale: Work on high‑visibility digital transformation projects shaping the digital economies of Malaysia and Indonesia.

AI & Continuous Learning: Direct access to cutting‑edge AI enablement tools, Cisco CX Academy, and advanced architecture labs.

Inclusive & Hybrid Culture: A culture built on hybrid flexibility, psychological safety, and empowering employees to make their best work happen.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you. Cisconians power the future. We make impact as a team, innovating fast and fearlessly to create meaningful solutions on a large scale. The depth and breadth of our technology doesn’t just benefit our customers – it also means limitless opportunities for us to experiment and learn. We understand the power each of our unique backgrounds bring when we work together. Because of that, we have a global network of thinkers, doers, experts, and curious creators who help one another do their life’s best work.