Customer Success Specialist (CSS)-Enterprise Networks | 8+ years
-
Lieu :Bangalore, India
-
Autre EmplacementDelhi
-
Centre d'intérêtExpérience client
-
Type de posteExpérimenté
-
Intérêt pour la technologie*Aucune
-
ID de poste1434286
Meet the Team
The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical authority who engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization.
Your Impact
CSSs are subject matter authorities in their aligned product or architecture. They deliver targeted engagements to increase product awareness, share standard processes, and drive product consumption and business value. CSSs bring strategic vision, the latest technology from Cisco Engineering, and tactical expertise to ensure successful customer engagements. They also participate in the global CSS Community to share standard processes and success stories. Combining deep technical knowledge with business insight, CSSs provide consultative solutions to help customers realize value faster. Proficiency in relationship management, account handling, soft skills, and a keen understanding of the competitive landscape and how Cisco's solutions are differentiated in the market will be key to driving adoption and ensuring customers achieve accelerated business outcomes.
This highly technical role supports customers with adoption challenges across the NX architecture, specifically Cisco's campus and Wireless product suite. Experience with integrating NX architecture is needed.
Key Responsibilities:
- Customer Engagement: Conduct targeted consultative sessions and interactive technical presentations and drive software adoption.
- Technical Expertise: Apply technical knowledge and automation skills.
- Risk Management: Identify and mitigate renewal risks associated with low technical adoption to ensure product integration and consistently meet customer expectations.
- Collaboration: Work closely with Account teams, Customer Success, and Partners to improve customer adoption, address product concerns, and drive growth.
- Product Feedback and Advocacy: Provide suggestions to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
- Strategic Advice and Adoption: Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.
Minimum Qualifications
- Expert-level knowledge of Cisco's NX Architecture or Campus and Wireless products with proven ability to integrate across multiple architectures.
- Preferred knowledge in CISCO Catalyst Center.
- Confirmed experience engaging with key customers, understanding their outstanding needs, and applying industry-standard processes to drive successful outcomes.
- Delivered consultative sessions, and interactive technical presentations, and collaborated on quarterly business reviews (QBRs).
- Proven track record in applying a deep understanding of relevant Cisco products to define how technology solves Customers’ business challenges. This includes baselining customer environments, bringing together heatmaps of products and tools (including third-party), and developing comprehensive onboarding and adoption journeys.
- Conducted product and solution demos to drive product adoption with a strong understanding of software licensing models and running driven SWOT analyses.
- Demonstrated success with sophisticated technologies and conducting high-risk architecture reviews.
- Provided strategic advice on deployment decisions, led architectural initiatives, incorporated standard processes, and validated designs from across Cisco to ensure successful implementation and adoption with customers.
- Expert understanding and experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies.
- Expertise in automation, including demonstrating APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source).
- Suggested Certifications: DevNet, CCNA, CCNP, or CCDP are required; CCIE, CISM, CISSP, or equivalent are strongly preferred.
- Suggested Cisco Success Management certifications: Cisco Certified Success Specialist.
- BS / MS in Engineering, Computer Science; Masters preferred.
Preferred Qualifications
- Technical Guide: Possesses technical expertise with a focus on connecting Cisco solutions to customer use cases, continuously learning new technologies and standard processes.
- Customer-Centric Demeanor: Proactively understands customer needs and drives decisions to improve value and satisfaction.
- Cross-Team Collaborator: Works seamlessly across internal and external teams to encourage technical implementation decisions, operating effectively in both remote and face-to-face environments.
- Business Insight: Understands high-level business landscapes, strategic priorities, and the driven marketplace to align technical solutions with business goals.
- Results Oriented: Demonstrates shown execution ability with relevant technologies, driving successful customer outcomes.
- Effective Communicator: Delivers sophisticated information clearly and convincingly to diverse audiences, with the ability to engage both technical architects and C-level executives, ensuring understanding and alignment.
#WeAreCisco
#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.
Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage.
Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.
We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!
Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!
Meet the Team
The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical authority who engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization.
Your Impact
CSSs are subject matter authorities in their aligned product or architecture. They deliver targeted engagements to increase product awareness, share standard processes, and drive product consumption and business value. CSSs bring strategic vision, the latest technology from Cisco Engineering, and tactical expertise to ensure successful customer engagements. They also participate in the global CSS Community to share standard processes and success stories. Combining deep technical knowledge with business insight, CSSs provide consultative solutions to help customers realize value faster. Proficiency in relationship management, account handling, soft skills, and a keen understanding of the competitive landscape and how Cisco's solutions are differentiated in the market will be key to driving adoption and ensuring customers achieve accelerated business outcomes.
This highly technical role supports customers with adoption challenges across the NX architecture, specifically Cisco's campus and Wireless product suite. Experience with integrating NX architecture is needed.
Key Responsibilities:
- Customer Engagement: Conduct targeted consultative sessions and interactive technical presentations and drive software adoption.
- Technical Expertise: Apply technical knowledge and automation skills.
- Risk Management: Identify and mitigate renewal risks associated with low technical adoption to ensure product integration and consistently meet customer expectations.
- Collaboration: Work closely with Account teams, Customer Success, and Partners to improve customer adoption, address product concerns, and drive growth.
- Product Feedback and Advocacy: Provide suggestions to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
- Strategic Advice and Adoption: Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.
Minimum Qualifications
- Expert-level knowledge of Cisco's NX Architecture or Campus and Wireless products with proven ability to integrate across multiple architectures.
- Preferred knowledge in CISCO Catalyst Center.
- Confirmed experience engaging with key customers, understanding their outstanding needs, and applying industry-standard processes to drive successful outcomes.
- Delivered consultative sessions, and interactive technical presentations, and collaborated on quarterly business reviews (QBRs).
- Proven track record in applying a deep understanding of relevant Cisco products to define how technology solves Customers’ business challenges. This includes baselining customer environments, bringing together heatmaps of products and tools (including third-party), and developing comprehensive onboarding and adoption journeys.
- Conducted product and solution demos to drive product adoption with a strong understanding of software licensing models and running driven SWOT analyses.
- Demonstrated success with sophisticated technologies and conducting high-risk architecture reviews.
- Provided strategic advice on deployment decisions, led architectural initiatives, incorporated standard processes, and validated designs from across Cisco to ensure successful implementation and adoption with customers.
- Expert understanding and experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies.
- Expertise in automation, including demonstrating APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source).
- Suggested Certifications: DevNet, CCNA, CCNP, or CCDP are required; CCIE, CISM, CISSP, or equivalent are strongly preferred.
- Suggested Cisco Success Management certifications: Cisco Certified Success Specialist.
- BS / MS in Engineering, Computer Science; Masters preferred.
Preferred Qualifications
- Technical Guide: Possesses technical expertise with a focus on connecting Cisco solutions to customer use cases, continuously learning new technologies and standard processes.
- Customer-Centric Demeanor: Proactively understands customer needs and drives decisions to improve value and satisfaction.
- Cross-Team Collaborator: Works seamlessly across internal and external teams to encourage technical implementation decisions, operating effectively in both remote and face-to-face environments.
- Business Insight: Understands high-level business landscapes, strategic priorities, and the driven marketplace to align technical solutions with business goals.
- Results Oriented: Demonstrates shown execution ability with relevant technologies, driving successful customer outcomes.
- Effective Communicator: Delivers sophisticated information clearly and convincingly to diverse audiences, with the ability to engage both technical architects and C-level executives, ensuring understanding and alignment.
#WeAreCisco
#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.
Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage.
Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.
We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!
Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!
Lorsqu’elle est disponible, la fourchette salariale affichée pour ce poste reflète l’échelle d’embauche prévue pour les salaires des nouveaux embauchés aux États-Unis et au Canada. Pour les postes non liés à la vente, les fourchettes d’embauche reflètent uniquement le salaire de base; les employés sont également admissibles à des primes annuelles. Les fourchettes d’embauche pour les postes de vente comprennent la rémunération de base et la rémunération incitative. La rémunération individuelle est déterminée par le lieu d’embauche du candidat et par d’autres facteurs, incluant, sans s’y limiter, les compétences, l’expérience et les études, certifications ou formations pertinentes. Les candidats pourraient ne pas être admissibles à la fourchette salariale complète selon leur lieu d’embauche aux États-Unis ou au Canada. Le recruteur peut fournir plus d’informations sur la rémunération du poste dans votre lieu au cours du processus de recrutement.
Les employés américains ont accès à une assurance médicale, dentaire et visuelle de qualité, à un régime 401(k) avec une contribution équivalente de Cisco, à une couverture d’invalidité à court et à long terme, à une assurance vie de base et à de nombreuses prestations de bien-être.
Les employés reçoivent jusqu’à douze jours fériés payés par année civile, ce qui comprend un jour férié flottant (pour les employés non exemptés), plus un jour de congé pour leur anniversaire. Les nouveaux employés non exemptés accumulent jusqu’à 16 jours de congés annuels, à raison de 4,92 heures par période de paie. Les nouveaux employés exemptés participent à la politique de congés annuels flexibles de Cisco qui ne fixe pas de limite précise quant au nombre de jours de congé pouvant être pris par les employés admissibles. Cependant, cette flexibilité dépend de la disponibilité et de certaines contraintes opérationnelles. Tous les nouveaux employés sont admissibles aux congés de maladie, sous réserve de la Politique relative aux congés de maladie de Cisco. Ils auront droit à quatre-vingts (80) heures de congés de maladie à leur date d’embauche et le 1er janvier de chaque année par la suite. Jusqu’à 80 heures de congés de maladie non utilisées seront reportées d’une année civile à l’autre, de sorte que le nombre maximal d’heures de congé de maladie dont un employé peut disposer est de 160 heures. Les employés de l’Illinois bénéficient d’un programme spécifique de congés spécialement conçu pour répondre aux exigences locales. Tous les employés disposent également de congés payés pour faire face à des situations critiques ou d'urgence. Nous offrons des heures supplémentaires rémunérées pour faire du bénévolat et rendre service à la communauté.
Les employés participant à des plans de vente reçoivent, en plus de leur salaire de base, une rémunération incitative fondée sur les performances, qui est répartie entre les composantes sur quota et non. Pour la rémunération incitative basée sur des quotas, Cisco paie généralement comme suit :
0,75 % de l'incitatif cible pour chaque tranche de 1 % du chiffre d’affaires atteint jusqu’à concurrence de 50 % du quota;
1,5 % de l'incitatif cible pour chaque tranche de 1 % du chiffre d'affaires atteint entre 50 % et 75 %;
1 % de l'incitatif cible pour chaque tranche de 1 % du chiffre d'affaires atteint entre 75 % et 100 %; et lorsque le rendement dépasse 100 % d’atteinte, les taux incitatifs sont égaux ou supérieurs à 1 % pour chaque tranche de 1 % du chiffre d'affaires atteint, sans limites de rémunération incitative.
Pour les éléments de performance de vente non basés sur les quotas, tels que les objectifs de vente stratégiques, Cisco peut payer jusqu’à 125 % de l’objectif. Les plans de vente de Cisco ne prévoient pas de seuil minimum de performance pour le versement de la rémunération incitative pour les ventes.
Renseignements confidentiels de Cisco
