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

Cisco Systems, Inc.; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

An established industry player is seeking a Customer Success Specialist to enhance customer adoption of innovative solutions. This role is pivotal in delivering consultative solutions and driving customer success through strategic technical adoption plans. The successful candidate will leverage deep technical expertise and automation skills to address business challenges, ensuring seamless product integration and fostering strong relationships with clients. Join a forward-thinking team that values diverse skills, promotes an inclusive culture, and offers opportunities for personal and professional growth in a hybrid work environment.

Benefits

Paid Time Off for Volunteering

Learning and Development Opportunities

Inclusive Communities Resource Organizations

Qualifications

• 10+ years of technical experience with Cisco's products.
• Current CCIE certification or equivalent required.
• Experience with public cloud and automation tools.

Responsibilities

• Deliver consultative solutions and develop tailored onboarding journeys.
• Communicate complex technical concepts to diverse audiences.
• Collaborate with Account teams to drive customer value.

Skills

Technical Expertise in Cisco Products

Public Cloud Experience (AWS, Azure, GCP)

Automation Skills (Python, Ansible, Terraform)

Consultative Session Delivery

Communication Skills

Education

BSc in Engineering or Related Field

CCIE Certification

Tools

Cisco Catalyst Center

Cloud Security Tools

AI/Generative AI Tools

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:

1. 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.
2. 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.
3. Serve as a designated resource (CSSd) on strategic accounts identified by leadership with high Annual Recurring Revenue (ARR), as required.
4. Develop and execute strategic Technical Adoption Plans (TAPs) for designated accounts to align 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.
5. 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.
6. 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 of experience with public cloud providers such as AWS, Azure, and GCP.
• 2+ years of experience in automation (Python, Ansible, Terraform), including API integrations.
• 2+ years of experience delivering customer-facing consultative sessions, interactive technical presentations, and collaborating/delivering quarterly business reviews (QBRs).
• Current CCIE (Written and Lab) certification or equivalent.
• BSc or equivalent experience in Engineering or 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 solid 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.

#WeAreCisco

#WeAreCisco is a community where every individual brings unique skills and perspectives to power an inclusive future. We celebrate diverse backgrounds and focus on unlocking potential. Our culture pioneered hybrid work trends, supporting learning and development at every stage.

We foster communities through our Inclusive Communities resource organizations, encourage volunteering with paid time off, and aim to create a more inclusive future for all. Join us and be your authentic self!