Customer Experience Customer Success Specialist (Transport & Automation)

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  • Location:
    Feltham, United Kingdom
  • Alternate Location
    Anywhere in EMEA
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Service Provider
  • Job Id
    1445170


Meet the Team

The Customer Success Specialists (CSSs) are domain guides aligned with specific products or architectures. This role focuses on Automation and Internet Infrastructure across Service Providers, Finance, Public Sector, and Large Enterprises. The person will work remotely within EMEA. Please note that this position location is flexible and across EMEA. The CSS will support customers in the region and covering Mass Scale Infrastructure and Automation technologies.

CSSs deliver targeted engagements to increase product awareness, share standard methodologies, 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 solutions.

You will collaborate closely with multi-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.

In this role you will:

  • Leverage domain expertise to proactively identify and mitigate risks and lead customer expectations for successful delivery and Licensing consumption/renewal
  • Provide lifecycle feedback to CX Product Management and CX Success Programs Teams
  • 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.

Experience in AT LEAST TWO of the following technical fields:

  • Transport IP Core across large organizations (Service Provider, Finance, Public Sector, Enterprise)
  • Automation Environment (Cisco and Multi-vendor)
  • Core MPLS or Metro (Cisco XR or Industry Standard)
  • Controllers and Software Lifecycle
  • Automation Software for Networking
  • Software Integration API across multi vendor Solution
  • Cloud Architectures
  • Software Development and programming

Preferred Qualifications

  • Degree or MSc or equivalent experience and Industry Standard Certification
  • Experience in multi-vendor environment 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 (ie Arabic, French, Spanish, German, or Italian)

#WeAreCisco

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

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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