Customer Experience Customer Success Specialist

Job Description

• Lead high-impact workshops, Expert-Insight-Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption, while proactively providing feedback to CX Product Management to improve these offerings.
• Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between purchasing a Cisco solution and achieving their desired business outcomes, including baselining environments and developing comprehensive onboarding journeys.
• Identify and mitigate adoption risks, such as low technical usage or integration barriers, by handling customer expectations and resolving issues promptly to ensure a successful customer journey.
• Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle.
• Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco validated designs to ensure successful, long-term product utilization.

Minimum Qualifications

• Protocols:  Expert knowledge of enterprise networking protocols including OSPF, BGP, IS-IS, LISP, and VxLAN.
• Platforms:  Hands-on mastery of Catalyst Center (Automation/Assurance), SDA, and SDWAN.
• Skills:  Proficiency in network automation and scripting (Python/Perl) to resolve complex adoption barriers.

• Experience:  7–10+ years in technical consulting or customer-facing technical roles.
• Education:  Bachelor’s degree in Engineering or Computer Science; Master’s preferred.
• Certifications:  CCIE preferred; Cisco Certified Success Specialist suggested.

Demonstrate expert-level knowledge in the specialized technical tracks, focusing on adoption challenges:

• Networking track: Solid understanding of enterprise networking protocols (OSPF, BGP, IS-IS, LISP, VxLAN), practical experience with Catalyst Center or equivalent Network Management Systems, and a solid understanding of network automation and assurance to support SDA/SDWAN adoption.

Preferred Qualifications

• Master’s degree or equivalent experience in Engineering, Computer Science, or a related field.
• Multiple advanced certifications (CCIE, CISM, CISSP); Cisco Certified Success Specialist certification strongly preferred.
• Experience contributing to the broader professional community, such as through shared frameworks, external presentations, or published thinking.
• Experience supporting the development of senior technical specialists and contributing to team-wide capability.
• Breadth of experience across multiple technical tracks (Networking, Security, Cloud & AI Infrastructure), with the ability to draw on cross-domain knowledge in customer conversations

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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