Customer Success Specialist (CSS) - Enterprise Networking (NX)

Cisco Systems, Inc.; Herndon (VA); Remote; USD 110,000 - 150,000; Full time

Job summary

An established industry player is seeking a Customer Success Specialist to drive customer adoption of innovative products and solutions. This pivotal role requires a blend of deep technical expertise and strategic insight, enabling you to engage with clients and enhance their experience with cutting-edge technologies. You will lead architectural initiatives, collaborate with cross-functional teams, and advocate for customer needs to ensure seamless integration and satisfaction. If you are passionate about technology and customer success, this position offers a unique opportunity to make a significant impact in a dynamic environment.

Qualifications

• 10+ years of technical experience with expert-level knowledge in Cisco products.
• Current CCIE certification or equivalent is required.
• Experience with public cloud providers and automation tools.

Responsibilities

• Deliver consultative solutions and develop tailored onboarding journeys.
• Communicate complex technical concepts to diverse audiences.
• Develop and execute strategic Technical Adoption Plans for accounts.

Skills

Cisco Catalyst Center

Campus Network (Enterprise Wired/Wireless)

Routing & Switching

SDWAN

Automation (Python, Ansible, Terraform)

Public Cloud (AWS, Azure, GCP)

Customer-facing Consultative Sessions

Technical Presentations

Education

BS in Engineering or related field

CCIE certification

Tools

AI/Generative AI tools

Cisco Spaces

ThousandEyes

Cloud Security

Meraki

Splunk

Job description

The application window is expected to close on 5th May 2025. Preferred Location: Remote anywhere in the USA.

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

*** The successful candidate must hold U.S. citizenship.***

Meet the Team

The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical expert that engages with customers to accelerate their adoption of Cisco products and solutions, transforming their business and driving outcomes. The role resides within the Cisco Customer Experience (CX) organization.

Your Impact

As a CSS, you will:

• Leverage deep technical expertise, business savvy, and automation skills to deliver consultative solutions, baseline customer environments, and develop tailored onboarding and adoption journeys that address business challenges and drive customer success.
• Communicate complex technical concepts effectively to diverse audiences, from technical architects to C-level executives, ensuring alignment and understanding through strategic discussions and interactive presentations in both remote and in-person settings.
• Serve as a designated resource (CSSd) on strategic accounts identified by leadership with high Annual Recurring Revenue (ARR), as required.
• Develop and execute strategic Technical Adoption Plans (TAPs) for designated accounts, aligning deployment decisions with long-term business objectives. Lead architectural initiatives and resolve product challenges within your area of expertise, collaborating with the team as needed to support the entire Cisco portfolio.
• Collaborate with Account teams, Customer Success, and Partners to drive adoption and deliver customer value by proactively understanding customer needs, ensuring seamless product integration, and mitigating renewal risks.
• Provide customer advocacy to Engineering and Product Management Teams for product improvements and promote the CX offer strategy.

Minimum Qualifications

• 10+ years of technical experience with expert-level knowledge in Cisco's Catalyst Center, Campus Network (Enterprise Wired/Wireless, SD Access/ISE), Routing & Switching, and SDWAN products.
• 2+ years experience with public cloud providers such as AWS, Azure, and GCP.
• 2+ years experience in automation (Python, Ansible, Terraform), including API integrations.
• 2+ years experience delivering customer-facing consultative sessions, interactive technical presentations, and conducting quarterly business reviews (QBRs).
• Current CCIE (Written and Lab) certification or equivalent.
• BS or equivalent degree in Engineering or a related field.

Preferred Qualifications

• Knowledge in Cisco Spaces, ThousandEyes, Cloud Security, Meraki, and Splunk.
• Experience employing AI/Generative AI tools and technologies to drive innovation, improve workflows, or solve complex problems, focusing on practical implementation and user impact.
• Experience delivering product and solution demos, with knowledge of software licensing models and conducting competitor SWOT analyses.
• Additional certifications preferred: CCDE, DevNet Associate, TOGAF, AWS Solution Architect, Azure Solution Architect Expert, Google Professional Cloud Architect.

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