Customer Experience Customer Success Specialist (Remote)

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Meet the Team

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 and solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization.

Your Impact

As a Customer Success Specialist, you will:
* Leverage deep technical expertise, business savvy, and automation skills to deliver consultative solutions, baseline customer environments, and develop tailored onboarding and adoption journeys that address business challenges and drive customer success.
* Drive AI-enable customer outcomes by aligning Cisco's networking, security, and automation portfolio with business priorities to simplify operations, accelerate adoption, and deliver measurable value at scale
* Communicate complex technical concepts effectively to diverse audiences, from technical architects to C-level executives, ensuring alignment and understanding through strategic discussions and interactive presentations in both remote and in-person settings.
* Serve as a designated resource (CSSd) on strategic accounts identified by leadership with high Annual Recurring Revenue (ARR), as required.
* Develop and execute strategic Technical Adoption Plans (TAPs) plans for designated accounts to align deployment decisions with long-term business objectives. Lead architectural initiatives and resolve product challenges within your area of expertise, collaborating with others as needed to support the entire Cisco portfolio.
* Collaborate with Account teams, Customer Success, and Partners to drive adoption and deliver customer value by proactively understanding customer needs, ensuring seamless product integration, and mitigating renewal risks.
* Provide customer advocacy to Engineering and Product Management Teams for product improvements and promote the CX offer strategy.

Minimum Qualifications:

* 8 - 10 years of technical experience with expert-level knowledge of Cisco's Catalyst Center, Campus Network (Enterprise Wired/Wireless, SDAccess/ISE), Routing & Switching, Cisco Spaces and Catalyst WAN.
* 2+ years of experience with public cloud providers such as AWS, Azure, and GCP.
* 2+ years of experience in automation (Python, Ansible, Terraform) including API integrations.

* Experience using Software Defined Networking platforms with AI/ML for automation and configuration
* Experience with delivering customer-facing consultative sessions, interactive technical presentations, and experience in collaborating/delivering quarterly business reviews (QBRs).
* Current CCNP Enterprise certification.
* BS or equivalent experience in Engineering or related field of study.

Preferred Qualifications:

* Knowledge in Cisco Spaces, ThousandEyes, Cloud Security, Meraki and Splunk.
* Experience employing AI/Generative AI tools and technologies to drive innovation, enhance workflows, or solve complex problems, with a focus on practical implementation and user impact.
* Experience delivering product and solution demos to showcase the art of the possible, with solid knowledge of software licensing models and expertise in conducting competitor SWOT analyses.
* Certifications: CCIE is strongly preferred, as well as CCDE, DevNet Associate, TOGAF, AWS Solution Architect, Azure Solution Architect Expert, and Google Professional Cloud Architect.

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. 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 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.