Observability Customer Success

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  • Location:
    Mumbai, India
  • Alternate Location
    Delhi, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1438347

Meet the team

The Observability Customer Success team in Cisco is seeking a highly motivated and customer-focused Customer Success Specialist to join our team. As a Customer Success Specialist, you will play a critical role in ensuring our customers' success by providing technical guidance, execute a customer strategy, and proactively help customers adopt Cisco’s observability solutions. You will collaborate closely with cross-functional teams, including Sales, Product Engineering, Professional Services, and Customer Success Executives to deliver exceptional customer experiences and drive long-term customer satisfaction.

Your Impact

Customer Success Specialists are passionate 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 best-in-class Cisco observability solutions. They deliver successful outcomes, provide constant guidance, 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.

  • Develop strong relationships with key collaborators within the customer teams as well as Cisco teams (CSE, CSM, Sales, Engineering etc.), adopting a consultative and prescriptive approach that inspires trust and confidence.
  • Enable customers to realize the most value from their Cisco observability investments.

·        Develop a deep understanding of our observability products, their offerings, and their technical aspects to effectively assist customers with technical inquiries, configurations, integrations, and troubleshooting.

·        Create account plans and deliver business reviews to key stakeholders, with a focus on tracking progress through metrics, use cases, and success stories.

·        Provide timely and accurate responses to customer inquiries via various communication channels, such as email, chat, phone, and online platforms.

·        Guide new customers through the whole product lifecycle journey from on-boarding to implement to renew.  Leverage our library of Accelerators and other enablement resources to increase adoption.

·        Collect and relay customer feedback to internal teams, helping to shape product development and improvements based on customer insights.

  • Keep abreast of dynamic technology landscapes with a particular focus on adjacent technologies like microservices, containerization, Cloud, software security, etc.
  • Foster collaboration with our Sales, Product, Support, Customer Success and Engineering teams and provide feedback from the field on features and functionality.

Minimum Qualifications

  • Bachelor’s degree in Computer Science or similar technical field or equivalent technical experience
  • 5+ years of relevant technical or customer success experience lead in a customer facing consulting role.
  • Understanding of the Observability, Security and Application Performance Management space with hands on experience with AppDynamics or competing products 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 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
    • SDLC practices including Agile, DevOps and CI/CD strategies.
    • IT Operations (NOC or similar)
    • Virtualization and Containerization (Kubernetes, Pivotal Cloud Foundry)
    • Cloud technologies (AWS, Azure, GCP, etc)
    • Open Telemetry
    • SAP Technologies
    • Application Performance Management
    • Application Development
    • Experience with JavaScript (JQuery, Dojo, AngularJS, etc), Java (J2EE), .Net

#We Are 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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