The new Customer Success Specialist (CSS) role for Collaboration is a highly visible, strategic position working with customers to accelerate deliverables and drive business outcomes.
The CSS is a specialist on their aligned product or architecture. Their mission is to help the customer move to the next phase of the customer lifecycle and to visualize their future in the lifecycle. The CSS helps customers adopt and expand Cisco products. Maintaining an end-to-end lens, the CSS will partner closely with others (accounts teams, sales specialists, delivery teams, etc.) to provide the best-possible experience for the customer via the delivery of Customer Experience Accelerators and Ask the Experts that help customers advance through critical steps in the adoption process.
This role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest growing teams.
Who You’ll Work With
The CSS will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:
Deliver accelerators and ATX (Ask-the-Expert) to a diverse set of customers that qualify, tailoring deliverables and driving business outcomes with scope and timely engagement for Collaboration.
Joins the Customer Support Executive (CSE) in 1:1 customer engagements and events.
Contributes to the customer community digital spaces.
Contributes to product and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams
Inspire customers to make tactical and strategic deployment decisions
Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns.
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
A willingness to travel 25% or more (pending role requirements)
Who You Are
Customer Obsessed : Proactively understands customer needs and aligns architectural and vertical expertise to multi-functional teams to drive alignment on decisions that improve customer value.
Technical Guru : Deep technical knowledge with ability to understand and connect customer use cases/plans with Cisco Collaboration solutions and how Cisco Collaboration solutions can be effectively applied in a customer’s environment to accelerate customer value
Cross-Team Collaborator & Influencer
– work across internal and external teams of all levels to proactively encourage technical implementation decisions and work towards common goal.
clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace
Leader : Ability to form and lead teams. Exceptional team-building and time management skills. Proven track record in establishing new organizations, procedures, and offerings.
Deep Domain Expertise : Specialist with domain and industry deep technical knowledge of collaboration architectures and customer stories.
Results Oriented : Interest in and proven execution ability with relevant technologies and customer outcomes.
Responder : Skilled at issue management and managing customer expectations.
Effective Communicator : Delivers complex information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.
5-7 years of experience in technical consulting or direct customer interfacing/engagement role
Demonstrated ability to lead people; organize, develop and empower a team; get results through others; and have excellent consulting and planning skills
Expert level knowledge in Advisory, Implementation, troubleshooting, inter Collaboration application capabilities and operational support of the Cisco Collaboration Portfolio including:
Unified Communications (On premise and Cloud/CaaS)
Expert level knowledge in UC Security, IP internetworking, LAN Switching, MPLS & Voice technologies, IP Telephony, SAN, CDN, Wireless, UCCE, UCCX & WAN protocols, hard and soft phones
Expert level internetworking troubleshooting in a large-scale network environment.
Large-scale network design skills defining dial plans, call control customizations and global infrastructure.
Expert level knowledge in advisory and implementation of business critical video services enabling any-to-any video collaboration and WebEx integration
Working knowledge of quality of service base requirements and implications so of Over The Top traffic planning
Extensive implementation experience for on premise and cloud infrastructures and integration requirements and dependencies
Working knowledge of competitor video solutions and experience integrating them with Cisco infrastructure – Zoom, Polycom, Skype 4 Business, BlueJeans, etc.
Expert knowledge in:
Identity Access and Management (IAM), Single Sign on, Calendar integration, WebEx Edge Video Mesh,
Email/hosted email, Exchange implementation and administration, OCS, Cisco WebEx Teams product experience including web conferencing, instant messaging (XMPP) and email or relevant experience in key competitor offerings required
Strong consulting skills required to address roadmaps and strategies for on premise solutions as well as advice and guidance on key dependencies for migrations to the cloud
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.
We Are Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink.