Customer Experience Customer Success Specialist - NX

131 Cisco Systems (Malaysia) Sdn. Bhd.; Kuala Lumpur; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid culture

Global impact

Job summary

Cisco Systems Malaysia Sdn. Bhd. is seeking a Customer Success Specialist to act as a strategic technical partner, turning customer outcomes into actionable milestones and guiding adoption of Cisco platforms. You will work across Malaysia, Indonesia, and APJC, delivering 1:1 and scalable enablement sessions.

You’ll design realistic labs, collect telemetry, and influence product roadmaps while partnering with sales, CS, and engineering teams to ensure successful renewals and customer outcomes.

Qualifications

• Bachelor’s degree in a relevant field or equivalent practical industry experience.
• Master’s degree plus 4+ years of relevant experience or 7+ years with Bachelor’s.
• Professional-level certification (e.g., CCNP, DevNet Professional) or equivalent credential.

Responsibilities

• Be the bridge between customer business ambitions, complex technical deployments, and Cisco’s product engineering teams.
• Architect AI-Driven Technical Adoption Plans (TAPs) translating outcomes into milestones.
• Leverage telemetry and AI insights to proactively identify adoption barriers and drive full platform utilization.
• Lead high-impact technical enablement: 1:1 architectural consultations and scalable expert sessions for APJC region.
• Build hands-on labs and demonstrations to validate migrations, automation, and edge-case integrations.
• Be the voice of the field: influence Cisco’s global product roadmap with real-world telemetry.
• Drive cross-functional impact with Account Teams, CSMs, Systems Engineers, and Partners.

Job description

Why Cisco CX? Southeast Asia is undergoing one of the fastest digital and cloud transformations in the world. In Kuala Lumpur, 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

You are a consultative technologist who loves solving complex architectural challenges, building trust with senior customer engineers, and demonstrating measurable value.

• 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.