Partner Customer Success Specialist - Network

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  • Location:
    Krakow, Poland
  • Alternate Location
    Vienna, Austria
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1434381

Customer Experience Partner Customer Success Specialists (PCSS) are a team of extraordinary resources whose #1 focus is placing customers at the core of our efforts by enabling and supporting partners to deliver exceptional care and expertise.

We are responsible to equip partners with the knowledge and skills needed to enhance their software practices, ensuring continuous improvement in technical excellence, and accelerated customer success, leading to higher renewal rates. 

As a team we know that in engineering, solutions and customer success, you can only be successful together, so we emphasize a culture of helping each other, working together, winning together and having fun together.

What You’ll Do

As an expert in partner channels, partner business models, managed services, and supporting CX delivery best practices, your role is pivotal in accelerating software adoption and driving software renewal growth across the partner and distribution ecosystem. You will implement tailored technical enablement strategies focused on software adoption support and customer success, equipping partners with the essential knowledge and expertise to help their customers achieve faster value realization. 

  • Scale partner software practices to include customer success and use case delivery through technical enablement.
  • Ensure customers receive the experience they deserve from solution activation to adoption, by providing technical delivery expertise to partners.
  • Scale partners’ software management practice to drive license consumption and utilization with a focus on Enterprise Agreements.
  • Encourage partners to leverage automation and insights to accelerate software adoption motions to get customers to expand their use case and product feature usage.
  • Drive telemetry activation and validation to create digital agility within partners’ software adoption practices, leveraging platforms, data & AI
  • Enable partners on customer success tools, processes and resources.
  • Assess partner’s customer success capabilities and technical delivery readiness.
  • Monitor partner’s delivery motions and drive get well plansCollaborate with Stakeholders, Customer Success, and Partners to elevate customer adoption as well as address Services concerns.

Who You Are 

You ideally have industry recognized certifications and drive for continuous learning, results orientation and teamwork. You work as a willing team member, following directions and learning from others.   

  • Influence and challenge the partner's thinking to develop better solutions to business and IT objectives
  • Establish and maintain relationships with key partners, most senior executives and decision makers -ability to directly influence decisions
  • You can connect technology solutions to business outcomes and use cases
  • You articulate the technical features into business impact, you can easily talk about technology to non-technical people. You are also an active listener.
  • Influence and work with multiple Partner personas, ie. Sales, Business Development, Procurement, Customer Success, Delivery, etc - understand process, commercial terms, etc.
  • Successfully engage and manage partner capabilities and resources as part of the partner experience.
  • Ability and experience in working independently with remote supervision required.

Key Stakeholders

• You will work closely with the Partner Account Manager and other Cisco partner facing teams e.g., Partner Success Manager, Partner Renewal Manager.

• Externally you will work with a partner’s customer success and technical resources.

• Connect Sales and Renewals with Customer Success as part of software adoption and de-risk activities. 

Strongly Preferred

•     Partner/Customer Technical and Business Consulting skills

•     Past experience or industry knowledge of Partner / Reseller roles

•     Previous knowledge and experience with Cisco’s Architecture, SW/Solution Portfolio.

Minimum Qualifications

  • CCNA and CCNP
  • Ability to drive results through executive influence and consultative approach - focus on most critical issues and establish a pragmatic path to decisions and action
  • Strong executive presence, presentation, meeting facilitation, and communications skills
  • High threshold for working in undefined frameworks, with ability to structure work and manage teams leading strategic and transformational initiatives.
  • Demonstrated ability to work cross-functionally through sensitive topics in order to achieve business objectives
  • In-depth knowledge with the following technology and architecture areas: Networking, Routing Protocols, Cisco Catalyst Center (DNA Center), Software Defined Access and understanding of Network automation and application development.
  • Ability to provide technical consultative support for the above to Cisco partners, account teams and other internal technical support teams.
  • Ability to communicate, demonstrate, and accelerate the accurate utilization of Cisco Catalyst Center features as you encourage the customer to engage in the daily use of the solution.
  • Deep technical knowledge with the ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be optimally applied in a customer’s environment to accelerate business value.
  • Ability to use moderate to complex lab environments to demonstrate the resolution of barriers across the entire customer lifecycle for Cisco security products & solutions.
  • Excellent written, verbal, and listening skills that strengthen relationships with internal and external partners up to the executive level.
  • Fluent in English and German is a plus.

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!

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 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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