Customer Success Specialist (CSS) - Collaboration - Calling
Area of InterestCustomer Experience
Who You'll Work
The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical expert 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.
The CSS is a hands-on expert for their aligned product or architecture. This role owns delivery of targeted engagements intended to increase product awareness & adoption, share industry best practices, and drive overall product consumption and business value. The CSS brings in technical expertise to ensure every customer engagement is a success while also actively participating in Cisco’s global CSS Community where they collaborate with their peers to share best practices and customer success stories. The CSS effectively combine deep technical knowledge with solid understanding of business priorities to provide consultative solutions pivotal to helping customers realize value faster.
This is a highly technical role intended to help our customers with a myriad of their adoption challenges as a specialist within the Cisco Collaboration architecture, including Meetings, Calling, Teams, Meeting Server, Cisco CUCM, Jabber, IM&P and basic understanding of Contact Centers technology (ACD, IVR etc.) would be good.
What ll Do
The CSS will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals. The role will:
Work closely with Cisco’s Customer Success Managers such as Customer Success Executive (CSE) and Success Programs Manager (SPM) to facilitate high impact, technology-specific workshops targeted at all levels of an organization to accelerate a business initiative
Deliver Accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring deliverables based on customer needs
Leverage Collaboration domain specialization and expertise to identify and proactively manage adoption risk areas and customer expectations that could impact successful delivery
Help improve ATX & Accelerator offers by providing feedback to CX Product Management and CX Success Program teams
Influence customers to make tactical and strategic deployment decisions to achieve their business outcomes and improve Cisco product adoption
Collaborate with various stakeholders such as Account teams, Sales Engineering, Product Sales, Professional Services, Support Services and Partners to improve customer product adoption, resolve usage barriers, and drive
Be responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers
Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers and the Customer Success team
Under normal circumstances, up to 10% travel within theatre would be required.
This is a highly technical role intended to help our customers myriad adoption challenges as a specialist within the Collaboration architecture managing the calling application of customers for both and cloud calling with an additional focus on end devices
5-10 years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry best practices
Thorough understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges
Strong business acumen to understand customers’ business goals and challenges
Thorough understanding of the customer success function and its importance in the industry
Strong presentation skills and ability to build rapport with customers
Knowledge of at least one of the following: CUCM, Jabber, IM&P, Contact Centre, Meeting Server, Teams, Meetings, Calling, or any other similar collaboration technology/architecture.
Expertise at the skill level of Certifications: CCNA / CCNP / CCDP/ CCIE or equivalent
Any certification related Cisco Customer Success Manager or industry equivalent is an added advantage
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.
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