ThousandEyes - Customer Success Specialist (Mexico X)
Location:Offsite, Mexico City, Mexico
Alternate LocationRemote Mexico
Area of InterestSales - Services, Solutions, Customer Success
Technology InterestCloud and Data Center, Internet of Everything, Networking
Who We Are
The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity.
In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business.
What You’ll Do
As a Customer Success Specialist (CSS) you will showcase your “Customer First” attitude, your passion for service and enjoyment of learning new technologies. As part of this exciting role, the CSS is accountable for maintaining strong, long-lasting, customer relationships through the advocacy and realization of customer goals as well as increasing the adoption and utilization of ThousandEyes products. You will become a specialist on the ThousandEyes platform and make suggestions for customer adoption and growth while working closely with Sales and Customer Success teams.
Specifically, You Will...
•Work closely with the Customer Success Managers and Technical Adoption Managers to ensure the success of the customer journey as measured by adoption and health scores
•Be responsible for communicating objectives and ensuring timely delivery of solutions
•Assist with ticket escalations, providing regular reporting on customer health and utilization
•Developing long-term relationships with your assigned ThousandEyes customers
•Coordinate, develop, and lead customer projects
•Launch and on-board new customers, and set them up for success with the platform
•Become a trusted adviser for the partners and operational teams via the ThousandEyes platform
•Forecast and track key account metrics
•Help drive customer renewal
•Assist with high severity requests or issue escalations as needed
•A standout 'customer first' attitude
•Outstanding communication and problem-solving skills
•Excellent listening, negotiation and presentation skills
•Proven background in lead generation and prospecting
•At least 1-2 years of professional experience with data collection or analytical experience in software or technology
•Ability to work with various business units
•Highly organized with outstanding follow-up skills
•Technically adept, understanding of software and how businesses use software
•SaaS experience a plus, but not required
•Passion for cloud technologies
•4 Year Degree preferred or equivalent experience in SaaS and Cloud technologies
•Excellent verbal and written communication skills
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
#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” (36 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 difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colourful 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.
We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.