Customer Experience Specialist – Customer Success

This is a fully remote position, open to applicants in Japan, +1 more country.

📋 Description

• Facilitate customer adoption of the Meraki platform while enhancing the end-user experience.

• Develop and implement multiple high-touch customer adoption strategies simultaneously.

• Establish measurable metrics to monitor progress and showcase value across a moderately sized portfolio.

• Utilize the Customer Success Adoption Motion alongside customer use cases and the Cisco CX services portfolio for both customers and partners.

• Identify, connect with, and foster relationships with key stakeholders in customer organizations.

• Collaborate with internal teams to provide integrated, end-to-end solutions.

• Emphasize success planning and customer empowerment.

• Comprehend the CSS role scope and proactively manage out-of-scope activities.

⛳️ Requirements

• A Bachelor's degree with 7 years of relevant experience, a Master's degree with 4 years of relevant experience, a PhD with 1 year of relevant experience, or equivalent relevant work experience.

• A professional level certification (e.g., CCNP) or an equivalent relevant certification is expected.

• Experience in Business Intelligence/analytics is advantageous.

• Familiarity with Cisco Meraki products, including key features, updates, primary use cases, and basic technical concepts.

• Ability to comprehend customer businesses and industries, executing technical adoption strategies effectively.

• Proven capability to establish trust with customers and partners, engaging primary stakeholders effectively.

• Skills to define basic success metrics for adoption strategies and to understand the Meraki Portfolio and CX Services Spend & ARR.

• Proficiency in articulating technical concepts clearly and advocating for customer needs within Cisco.

🏝️ Benefits

• Affirmative Action and Equal Opportunity Employer.

• A diverse and inclusive workplace.

• Opportunities for growth and development on a global scale.