The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical expert that 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. Combining deep technical knowledge with intuition for business, CSSs provide consultative solutions to help customers realize value faster. Mastery of 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. Customer Engagement: Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share standard processes, and drive software adoption and business value. Technical Expertise : Apply deep technical knowledge, intuition for business, and automation skills to provide consultative solutions and ensure successful customer engagements Risk Management : Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations. Collaboration: Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth. Strategic Advice and Adoption Journey : Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges. Minimum Qualifications 10-15 years of Expert-level experience on Cisco's Cloud & AI Infrastructure (CAI) products with integrating across multiple architectures Expert understanding in ACI, Hyperflex, UCS, Nexus switching, MDS, ND, NDFC, NDI, Nutanix, Intersight & AI Preferred knowledge and experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies. Expertise in automation, including levaragingAPIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source) Certifications: DevNet, CCNA, CCNP, or CCDP required; CCIE, CISM, CISSP or equivalent strongly preferred BS in Engineering, Computer Science; Masters or equivalent experience preferred. Preferred Qualifications Customer-Centric Approach : Proactively understands customer needs and drives decisions to enhance customer 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 competitive 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.
