Customer Experience Specialist, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the transition from the completed Cisco N9300 deployment into the Hypershield onboarding and adoption process.

• Assist customer teams in deploying the Hypershield on-premises controller across various virtualization environments and managing the on-premises control plane.

• Provide guidance to customers regarding on-premises versus cloud-based security-policy operational frameworks.

• Enhance value realization through top-of-rack segmentation and enforcement, zone-based segmentation, and secure data-center interconnect use cases.

• Conduct customer workshops and webinars, customizing deliverables to achieve business outcomes promptly.

• Facilitate workshops and enablement sessions focused on both new and existing capabilities.

• Inspire tactical and strategic deployment decisions while tracking long-term business results.

• Promote the adoption and expansion of Cisco products by identifying feature opportunities, use cases, and strategies.

• Establish technical relationships with NetOps and NetSecOps stakeholders as a trusted advisor.

• Identify barriers to adoption and work collaboratively with engineering and support teams to resolve issues.

• Partner with account teams, Customer Success, and partners to address product-related concerns.

• Develop reusable workshops, training materials, reference architectures, and product documentation.

• Contribute to customer community resources, Success Tracks, and lifecycle asset creation.

• Provide lifecycle feedback to CX Product Management and CX Success Programs teams.

⛳️ Requirements

• Proven expertise in Cisco Nexus / NX-OS in production, including L3 routing, VRFs, and fabric operations; equivalent experience with major vendors is acceptable.

• Experience in enterprise virtualization and VM/appliance deployment, with a preference for vSphere/vCenter.

• Knowledge of network segmentation and firewall policy design, including zone-based or microsegmentation.

• Understanding of the NetOps/NetSecOps operational split in data-center security.

• Familiarity with Kubernetes and Helm, including chart deployment, node/pod status and log analysis, namespace and kubeconfig management, and rollout troubleshooting.

• Experience in guiding customers through complex multi-component on-premises deployments.

• Familiarity with AWS, Azure, or GCP.

• Proficiency in NX-OS automation and APIs, including NX-API, NETCONF/RESTCONF, gNMI, and Ansible; experience with Nexus Dashboard is a plus.

• Demonstrated ability to mentor, coach, and motivate a high-performing team.

• Experience in customer-facing roles as a solutions advisor, CSM, PS consultant, or SE.

• A successful track record of onboarding and deploying solutions into customer production environments.

• Strong customer focus, technical guidance, business awareness, communication, interpersonal, and conflict-resolution skills.

• Ability to recognize emerging technologies and industry trends.

• Recommended certifications include: CCNA, CCNP, CCDP, CCIE, Cisco Certified Success Specialist, CISM, or CISSP.

• Preferred certifications include: CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with Cisco matching contributions.

• Paid parental leave.

• Short- and long-term disability coverage.

• Basic life insurance.

• Cisco restricted stock unit grants may be available.

• 10 paid holidays per full calendar year.

• 1 floating holiday for non-exempt employees.

• Birthday paid day off.

• Paid year-end holiday shutdown.

• 4 paid personal wellness days.

• 16 days of paid vacation per full calendar year for non-exempt employees.

• Flexible vacation time off program with no defined limit for eligible exempt employees.

• 80 hours of sick time off provided upon hire and each January 1st thereafter.

• Up to 80 hours of unused sick time may be carried forward.

• Additional paid time off for critical or emergency family matters.

• Optional 10 paid volunteer days per full calendar year.

• Annual bonuses for non-sales positions, subject to Cisco policies.

• Performance-based incentive pay for sales-plan employees.

• Opportunities for growth and professional development.