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 & solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization.

REQUIRED EXPERIENCE:

• Expert-level knowledge of Cisco’s Cloud & AI Infrastructure (CAI) products with 7-10 years of experience integrating across multiple architectures.
• Preferred knowledge in ACI, Hyperflex, UCS, Nexus switching, MDS, ND, NDFC, NDI, Nutanix, Intersight & AI
• Proven experience engaging with key customers, understanding their unique needs, and applying industry successful frameworks to drive successful outcomes.
• Delivered consultative sessions, interactive technical presentations, and collaborating on quarterly business reviews (QBRs).
• Demonstrated ability to apply deep understanding of relevant Cisco products to define how technology solves Customers’ business challenges. This includes baselining customer environments, capturing heatmaps of products and tools (including third-party), and developing comprehensive on-boarding and adoption journeys.
• Conducted product and solution demos to drive product adoption with a strong understanding of software licensing models and running competitive SWOT analyses.
• Demonstrated success with complex technologies and conducting high-risk architecture reviews.
• Provided strategic advice on deployment decisions, led architectural initiatives, incorporating best practices and validated designs from across Cisco to ensure successful implementation and adoption with customers.
• Expert understanding and experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies.
• Expertise in automation, including demonstrating APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source).
• Suggested Certifications: DevNet, CCNA, CCNP, or CCDP required; CCIE, CISM, CISSP or equivalent strongly preferred.
• Suggested Cisco Success Management certifications: Cisco Certified Success Specialist.
• BS in Engineering, Computer Science; Masters preferred.

WHAT YOU’LL DO

CSSs are subject matter experts in their aligned product or architecture. They deliver targeted engagements to increase product awareness, share successful frameworks, and drive product consumption and business value. CSSs bring strategic vision, the latest technology from Cisco Engineering, and tactical expertise to ensure successful customer engagements. They also participate in the global CSS Community to share successful frameworks, and success stories. Combining deep technical knowledge with business insight, CSSs provide consultative solutions to help customers realize value faster. Proficiency in relationship management, account handling, and soft skills, along with a keen understanding of the competitive landscape and how Cisco’s solutions are differentiated in the market, will be key to driving adoption and ensuring customers achieve accelerated business outcomes.
This highly technical role supports customers with adoption challenges across the Cloud & AI Infrastructure (CAI) architecture, specifically Cisco’s Data Center Solutions product suite. Experience with integrating ACI, Hyperflex, UCS, Nexus switching, MDS, ND, NDFC, NDI, Nutanix, Intersight & AI is essential.

KEY RESPONSIBILITIES:

• Customer Engagement: Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share successful frameworks, and drive software adoption and business value.
• Technical Expertise: Apply deep technical knowledge, business insight, and automation skills to provide consultative solutions and ensure successful customer engagements.
• Risk Management: Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations.
• Collaboration: Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth.
• Product Feedback and Advocacy: Provide feedback to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
• Strategic Advice and Adoption Journey: Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.