Customer Experience Customer Success Specialist

About Cisco

Cisco offers an industry-leading portfolio of technology innovations. With networking, security, collaboration, cloud management, and more, we help to securely connect industries and communities.

What you will do

While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results.

The Customer Success Specialist (CSS) role is a highly visible, strategic advisor and technical authority who engages with customers to accelerate their adoption of Cisco products and solutions and drive business outcomes.

The CSS will partner closely with accounts teams, sales specialists, delivery teams, etc. to provide the best possible experience for the customer and deliver Customer Consultations, Accelerators and (virtual) events that help customers advance in their adoption journey.

The role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest-growing teams.

Who You’ll Work With

The CSS will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals. The role will:

• Drive adoption and expansion of Cisco Data Center Compute products by highlighting feature opportunities, winning use cases, and relevant strategies to customers
• Leverage domain specialization and expertise to identify and proactively manage risk areas and customer expectations that could impact successful adoption
• Contribute to product and offer improvement by providing feedback to CX Product Management and CX Success Programs Teams
• Inspire customers to make tactical and strategic deployment decisions
• Collaborate with Account teams, CS, and Partners to improve customer adoption, address product concerns, and drive incremental growth

If you are looking for proactive involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you!

Who You Are

• You possess practical technical proficiency with aligned technologies.
• You love customer interactions, understand customer needs and align architectural and vertical expertise to multi-functional teams
• You are able to explain technical concepts and give clients guidance and vision about the solution. You have a thorough understanding of the aligned technology/specialization areas, including features and use cases.
• You have the ability to motivate change through innovation.

Must-Have Skills

• Understanding and experience with Intersight and other Data Center Automation tools such as UCS Director, Terraform, etc.
• Strong understanding of Cloud Providers (AWS/Google Cloud/Microsoft Azure)
• Knowledge of common Data Center applications and characteristics
• Strong Knowledge of Datacenter Compute and Virtualization (Vmware,KVM) and Container Networking including Micro services / Kubernetes / Docker and Linux preferred
• Understanding of APIs and basic scripting knowledge (Bash/Python/Ansible etc)
• Understanding of Routing and Switching and experience in designing large-scale Datacenters
• Knowledge of Application Performance Management and related tools
• Knowledge of Compute (specifically UCS) and Hyperconverged (Hyperflex)
• Knowledge of Storage Area Networking (SAN)
• Ability to provide technical consultative support for the above to Cisco customers, partners, account teams and other internal technical support teams.
• Ability to communicate, demonstrate, and accelerate the proper utilization of Cisco Compute kit features as you encourage the customer to engage in the daily use of the solution.
• Deep technical knowledge with the ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be optimally applied in a customer’s environment to accelerate business value.
• Ability to apply moderate to complex lab environments to demonstrate the resolution of barriers across the entire customer lifecycle for Cisco Datacenter products & solutions.
• Excellent written, verbal, and listening skills that strengthen relationships with internal and external partners up to the executive level.
• You have strong communication skills, both written & spoken, in English and preferably German language

Required Experience

• +7 years of experience in technical consulting or direct customer interfacing role
• Cisco Certifications: CCNP / CCDP/ CCIE or equivalent
• BS/BA Engineering, Computer Science or equivalent - nice to have

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco