Customer Success Specialist - Service Provider

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  • Location:
    Jakarta, Indonesia
  • Alternate Location
    Philippines, Indonesia, Malaysia, ASEAN
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Service Provider
  • Job Id
    1428729

What You’ll Do

As a Customer Success Specialist (CSS), you will serve as a strategic advisor and technical authority, accelerating customer adoption of Cisco products and solutions to drive impactful business outcomes. This role is part of Cisco’s Customer Experience (CX) organization, one of the company’s fastest-growing teams.

You will build strong relationships with customers, CX teams, architects, and engineers to help achieve their business goals. Your responsibilities include:

  • Delivering Accelerators and ATX (Ask-the-Experts) sessions to a diverse set of customers, ensuring timely engagement and measurable business outcomes.
  • Demonstrating your technical expertise to proactively identify and manage risks that could impact successful delivery.
  • Providing lifecycle feedback to CX Product Management and CX Success Programs teams.
  • Collaborating with Account teams, CX, and Partners to improve customer adoption, address product concerns, and drive incremental growth.
  • Supporting the CX offer strategy and roadmap to align with sales specialists, delivery teams, and customer needs.

Who You’ll Work With

You’ll collaborate closely with CX resources, Customer Success Managers, Partner Success Managers, sales account teams, delivery teams, and partners. This diverse and supportive environment will enable you to demonstrate the expertise of various teams to deliver exceptional value to customers.

Who You Are

You are a technically proficient professional with practical experience in Service Provider technologies and a deep understanding of Cisco’s solutions. You excel at explaining complex technical concepts and aligning these solutions with customer needs. Your skills include:

  • Communicating and demonstrating the value of Cisco technologies to encourage daily customer engagement.
  • Connecting customer use cases with Cisco solutions to accelerate business value.
  • Using lab environments to overcome technical barriers across the customer lifecycle.
  • Understanding the broader business landscape, including strategic priorities and competitor markets.
  • Strong written, verbal, and listening skills that foster collaboration with both internal teams and customers at all levels.

Minimum Technical Requirements:

We expect the CSS to have an excellent understanding of Cisco and Industry solution across one or more of the following:

  • Transport Core across large organization (SP, 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 multivendor Solution

Required Experience:

  • BS/BA (EE/CS preferred) or equivalent experience.
  • Cisco Certifications (CCNP / CCDP / CCIE or equivalent) are strongly preferred.
  • Proven experience in technical consulting or direct customer interaction with an understanding of industry methodologies.
  • Awareness of technology and market trends.

Why Cisco

#WeAreCisco, where each person is outstanding, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We adopt digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (39 years strong) and only about hardware, but we’re also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, aggressive steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Adopt digital content trends? Many of us do. Passion for technology and world changing? Be you, with us!

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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