Customer Experience Customer Success Specialist (Observability)

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  • Location:
    Madrid, Spain
  • Alternate Location
    Anywhere in EMEA
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Security and Observability
  • Job Id
    1434298

Meet the Team

The Customer Success Specialists (CSSs) are domain guides aligned with specific products or architectures. This role focuses on Internet Infrastructure and Observability across Service Providers, Finance, Public Sector, and Large Enterprises. The person will work remotely within EMEA, supporting customers in the region and covering Observability technologies.

CSSs deliver targeted engagements to increase product awareness, share best practices, and drive adoption and business value. CSSs bring strategic vision, the latest technology from Cisco Engineering, and tactical expertise to ensure successful customer outcomes. 

They also participate in the global CSS Community to share methodologies and success stories. Combining deep technical knowledge with business insight, CSSs provide consultative solutions to help customers realize value faster. 


Your Impact

If you’re looking for key involvement in crafting Cisco’s future and Customer Experience, we have a place for you. As a CSS, you will play a vital role in ensuring our customers' success by providing technical mentorship, delivering ATXs and Accelerator sessions, and driving the adoption of Cisco’s Observability solutions.

You will collaborate closely with cross-functional teams, including Sales, Product Engineering, Customer Experience counterparts, architects, and engineers, to coordinate the adoption journey for multiple customers across EMEA. Your goal is to support them in achieving their objectives, delivering outstanding experiences, and encouraging long-term satisfaction.

The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical authority 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, one of Cisco’s fastest growing teams.

CSSs must excel in relationship management, account handling, and soft skills, with a keen understanding of the competitive landscape and Cisco's market differentiation. This highly technical role supports customers with adoption challenges across various architectures

In this role you will:

  • Deliver Accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring engagements to produce quantifiable business outcomes
  • Leverage domain expertise to proactively identify and mitigate risks and lead customer expectations for successful delivery
  • Provide lifecycle feedback to CX Product Management and CX Success Programs Teams
  • Collaborate with Account teams, CX, and Partners to improve customer adoption, address product concerns, and drive incremental growth
  • Advocate for Cisco’s end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers.


Minimum Qualifications

  • Technical experience of 5+ years of relevant technical experience as Technical or Architecture lead in a customer facing consulting role.
  • Understanding of the Observability, Security and Application Performance Management spaces.
  • Experience in at least two of the following technical fields:
    • SDLC practices including Agile, DevOps and CI/CD strategies.
    • IT Operations (NOC or similar)
    • Virtualization and Containerization (Kubernetes, Pivotal Cloud Foundry)
    • Cloud technologies (AWS, Azure, GCP, etc)
    • Open Telemetry
    • SAP Technologies
    • Application Performance Management
    • Application Development
  • Experience with JavaScript (JQuery, Dojo, AngularJS, etc), Java (J2EE), .Net
  • English language proficiency

Preferred Qualifications 

  • Experience with AppDynamics and Splunk or competitor products as a bonus.
  • Excellent customer interaction and presentation skills (ability to clearly communicate to different audiences and deliver a message in a concise, professional manner).
  • Ability to educate customers on product value and establish trusted advisor relationships across different organizational levels.
  • Bonus language skills (Spanish, German, or Italian) and industry certifications, as the Specialist will work across the entire EMEA region.


#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. 

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. 

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do! 

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 


#LI-SF1

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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