Customer Experience Customer Success Specialist - CAI

About the role

Cisco's Customer Experience (CX) organisation helps customers get lasting value from their Cisco investments, working at the intersection of technical knowledge and business understanding. The Customer Success Specialist (CSS) team is a group of technical advisors focused on Networking, Security and Cloud & AI Infrastructure. As a CSS, you act as a strategic advisor and technical expert, guiding customers from purchase to value realization and feeding back insights to Cisco Engineering and Product Management.

Key responsibilities

• Lead workshops, Expert-Insight-Series (EIS) sessions and Accelerators covering product awareness to advanced feature adoption, and give feedback to CX Product Management.
• Apply validated adoption frameworks to help customers move from buying a solution to achieving business outcomes, 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 multi-functional communications to keep project collaborators aligned.
• Guide customers on strategic and tactical decisions, lead architectural initiatives and use Cisco validated designs for long-term product use.

Required profile

• 3-5 years in technical consulting or data center customer-facing roles.
• Bachelor's degree in Engineering or Computer Science.
• CCNA or CCNP preferred.

Required skills

• Foundational knowledge of ACI, UCS, Nexus, Nutanix and Intersight.
• Basic understanding of public cloud providers (AWS, Azure, GCP) and virtualisation.
• Awareness of APIs and programmability for workflow orchestration in CAI environments.