Customer Experience Customer Success Specialist - NX

Cisco Systems, Inc; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Cisco Systems, Inc seeks a senior Customer Success Specialist to serve as a strategic advisor and technical expert, guiding adoption journeys and delivering measurable value for Cisco customers. You will baselining environments, craft onboarding roadmaps, facilitate executive workshops, and influence product roadmap with customer feedback.

With 10–12+ years in technical consulting, you will drive high-impact engagements across Networking, Security, and Cloud & AI Infrastructure, leveraging

Qualifications

• 10–12+ years in technical consulting or customer-facing technical roles.
• Bachelor’s degree in Engineering or Computer Science; Master’s preferred.
• Certifications: CCIE, CISM, CISSP; Cisco Certified Success Specialist certification strongly preferred.
• Expert knowledge of enterprise networking protocols including OSPF, BGP, IS-IS, LISP, and VXLAN.

Responsibilities

• Lead high-impact workshops and Expert-Insight-Series sessions for diverse customer needs.
• Accelerate value realization by applying adoption frameworks to bridge purchase to business outcomes.
• Identify and mitigate adoption risks by managing customer expectations and resolving issues.
• Document adoption plans, site matrices, and communications to align project collaborators.
• Guide customers on strategic decisions, lead architectural initiatives, and incorporate Cisco validated designs.

Skills

OSPF

BGP

IS-IS

LISP

VXLAN

Catalyst Center

SDA

SDWAN

Python

Perl

Education

Bachelor's degree in Engineering

Master's preferred

Tools

Catalyst Center (Automation/Assurance)

SDA

SDWAN

Job description

Meet the Team

The Cisco Customer Experience (CX) organisation is one of Cisco’s fastest-growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments. We work at the crossroads of technical knowledge and business understanding, partnering with customers to improve how they operate and achieve outcomes that matter to them. The Customer Success Specialist (CSS) team is a collaborative group of technical advisors who bring deep product knowledge and a genuine curiosity about customer success; We work side-by-side with customers to guide them, not from the sidelines. We are part of a global community that shares adoption approaches and learning across three areas of focus: Networking, Security, and Cloud & AI Infrastructure. If you enjoy working through sophisticated technical challenges, contributing to how Cisco’s products improve over time, and collaborating with curious, knowledgeable colleagues, this team is a great fit.

Your Impact

As a Customer Success Specialist, you will serve as a strategic advisor and technical expert, leading targeted engagements that accelerate product adoption and drive measurable business value for Cisco’s customers. You will lead the full adoption journey, from baselining customer environments and building onboarding roadmaps to facilitating executive-level workshops and providing feedback that directly crafts Cisco’s product roadmap. Success in this role means customers move from purchasing a solution to actively realizing its value, with you as the trusted guide at every step. Your influence extends well beyond individual engagements: as the “voice of the customer,” your insights will advise Cisco Engineering and Product Management on challenges and opportunities across the product portfolio.

• Lead high-impact workshops, Expert-Insight-Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption, while proactively providing feedback to CX Product Management to improve these offerings.
• Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between purchasing a Cisco solution and achieving their desired business outcomes, including baselining environments and developing comprehensive onboarding journeys.
• Identify and mitigate adoption risks, such as low technical usage or integration barriers, by handling customer expectations and resolving issues promptly to ensure a successful customer journey.
• Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle.
• Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco validated designs to ensure successful, long-term product utilization.

Minimum Qualifications

• Protocols: Expert knowledge of enterprise networking protocols including OSPF, BGP, IS-IS, LISP, and VxLAN.
• Platforms: Hands-on mastery of Catalyst Center (Automation/Assurance), SDA, and SDWAN.
• Skills: Proficiency in network automation and scripting (Python/Perl) to resolve complex adoption barriers.

• Experience: 10- 12+ years in technical consulting or customer-facing technical roles.
• Education: Bachelor’s degree in Engineering or Computer Science; Master’s preferred.

• Certifications: Multiple advanced certifications (CCIE, CISM, CISSP); Cisco Certified Success Specialist certification strongly preferred.

Demonstrate expert-level knowledge in the specialized technical tracks, focusing on adoption challenges:

• Networking track: Solid understanding of Wireless networking fundamentals (RF Design, Roaming, 802.11 standards) and enterprise networking protocols (OSPF, BGP, IS-IS, LISP, VxLAN), practical experience with Catalyst Center, Meraki or equivalent Network Management Systems, and a solid understanding of network automation and assurance to support SDA/SDWAN adoption.

Preferred Qualifications

• Experience contributing to the broader professional community, such as through shared frameworks, external presentations, or published thinking.
• Experience supporting the development of senior technical specialists and contributing to team-wide capability.
• Breadth of experience across multiple technical tracks (Networking, Security, Cloud & AI Infrastructure), with the ability to draw on cross-domain knowledge in customer conversations

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.