Customer Experience Customer Success Specialist - NX

About the role

Cisco's Customer Experience (CX) organisation helps customers get lasting value from their Cisco investments, and the Customer Success Specialist (CSS) team is a group of technical advisors working side-by-side with customers. As a Customer Success Specialist, you act as a strategic advisor and technical expert, leading engagements that accelerate product adoption and drive business value, from baselining customer environments to guiding executives and feeding product roadmap feedback.

Key responsibilities

• Lead workshops, Expert-Insight-Series (EIS) sessions and Accelerators, from product awareness to feature adoption, and give feedback to CX Product Management.
• Apply validated adoption frameworks to help customers move from purchase to value, including baselining environments and building onboarding roadmaps.
• Identify and mitigate adoption risks such as low technical usage or integration barriers, and resolve issues promptly.
• Document adoption plans, site matrices and communications to keep project collaborators aligned.
• Guide customers on strategic and tactical decisions, lead architectural initiatives and use Cisco validated designs.

Required profile

• 10-12+ years in technical consulting or customer-facing technical roles.
• Bachelor's degree in Engineering or Computer Science; Master's preferred.
• Multiple advanced certifications (CCIE, CISM, CISSP); Cisco Certified Success Specialist certification strongly preferred.
• Preferred: experience sharing frameworks or presenting externally, mentoring others, and breadth across Networking, Security and Cloud & AI Infrastructure tracks.

Required skills

• Expert knowledge of enterprise networking protocols: OSPF, BGP, IS-IS, LISP, VxLAN.
• Hands-on use of Catalyst Center (automation/assurance), SDA and SD-WAN.
• Network automation and scripting with Python or Perl.
• Preferred: wireless fundamentals (RF design, roaming, 802.11) and practical experience with Catalyst Center, Meraki or equivalent network management systems.