Observability Customer Success Specialist

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  • Location:
    Offsite, Dallas, Texas, US
  • Alternate Location
    Remote
  • Area of Interest
    Customer Experience
  • Compensation Range
    114300 USD - 159800 USD
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1437946

The application window is expected to close on May 10th, 2025, with a preferred location in Dallas, TX.

The Observability Customer Success team at Cisco is looking for a driven Customer Success Specialist to ensure customer success with Cisco's observability solutions. This role involves providing technical mentorship, implementing customer strategies, and encouraging adoption, while collaborating with Sales, Product Engineering, Professional Services, and CSEs to improve customer experiences and satisfaction.

Who you are:

  • Customer Success Specialists are hardworking technologists who love connecting and working with customers to help them adopt and derive value from the product and address their key business pain points using our outstanding Cisco observability solutions. They deliver successful outcomes, provide constant mentorship, and become trusted advisors so that our customers spend less time fixing issues and more time driving value, innovation and creativity to deliver outstanding digital experiences to their end-users. 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 the value of our products and build trusted advisor relationships at all levels of the organization.
  • Knowledge and experience in at least two of the following technical domains

What you’ll do:

  • Build strong relationships with key customer and Cisco collaborators, employing a consultative and prescriptive approach.
  • Help customers improve the value of their Cisco observability investments.
  • Gain in-depth knowledge of observability products to assist with technical inquiries and troubleshooting.
  • Develop account plans and deliver business reviews, focusing on metrics and success stories.
  • Respond promptly to customer inquiries across various communication channels.
  • Guide new customers through the product lifecycle, enhancing adoption with resources.
  • Relay customer feedback to internal teams to influence product development.
  • Stay updated on technology trends like microservices, containerization, and cloud.
  • Collaborate with Sales, Product, Support, and Engineering teams, providing field feedback.

Minimum Requirements:

  • Hold a degree in Computer Science or a related field, or possess equivalent technical experience, with over 5 years in a customer-facing consulting role.
  • 5 Years of extensive experience in Observability, Security, Application Performance Management, SDLC practices, and IT operations, with proficiency in AppDynamics or similar products.
  • 5 Years skilled in virtualization, containerization, cloud technologies, and SAP technologies, with practical experience in programming languages like JavaScript, Java, and .Net.

Why Cisco

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

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (40 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, bold steps, and take the 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. Pop culture geek? Many of us are. 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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