AI-Driven TAP & Adoption Specialist

Cisco Systems, Inc; Durham (NC); On-site; USD 110,000 - 178,000; Full time

Job summary

Cisco Systems, Inc. in the United States seeks a Customer Success Specialist to drive AI-informed adoption and value realization across a mid-sized portfolio.

You will orchestrate Technical Adoption Plans (TAPs), run enablement sessions, and partner with CSMs, sales, and product teams to maximize renewal rates and product utilization. The role emphasizes proactive problem solving, data-driven insights, and scalable enablement across multiple Cisco products, with a focus on onboarding customers

Qualifications

• Bachelor's degree + 5 years of related experience; OR Master's degree + 3 years; OR PhD + 0 years; or equivalent relevant work experience.
• Professional-level certification (e.g., CCNP) or equivalent industry certification is encouraged.
• Strong understanding of the architecture/product set relevant to the portfolio, with an emerging awareness of adjacent technologies.
• Communication: track record facilitating technical workshops and building advisory relationships with technical and executive customers.

Responsibilities

• TAP Execution: Proactively develop and drive Technical Adoption Plans (TAPs) that align with customer goals and improve technology investment.
• Alignment Workshops: Facilitate workshops to review progress, drive outcomes, and ensure onboarding and renewals.
• Customer Insights: Maintain detailed customer profiles by gathering operational insights and applying AI-driven recommendations.
• AI-Powered Analytics: Apply telemetry and AI-driven insights to supervise adoption and inform engagement strategies.
• Cross-Functional Partnership: Collaborate with CSMs, Account Teams, Sales, and Partners for a unified engagement experience.
• Mentorship: Mentor junior CSS team members and promote use of AI to automate tasks.

Skills

Communication

Workshop facilitation

Advisory relationships

Cross-functional collaboration

Problem solving

Education

Bachelor's degree + 5 years exp

Master's degree + 3 years exp

PhD + 0 years exp

Equivalent relevant work experience

Job description

Cisco Systems, Inc. in the United States seeks a Customer Success Specialist to drive AI-informed adoption and value realization across a mid-sized portfolio.

You will orchestrate Technical Adoption Plans (TAPs), run enablement sessions, and partner with CSMs, sales, and product teams to maximize renewal rates and product utilization. The role emphasizes proactive problem solving, data-driven insights, and scalable enablement across multiple Cisco products, with a focus on onboarding customers