Customer Success Specialist

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee the adoption strategy for significant, strategic clients with intricate enterprise implementations.

• Develop and refine Technical Adoption Plans (TAPs) that align with customer objectives, renewal focuses, and account strategies.

• Leverage telemetry, AI-driven insights, and knowledge of customer deployments to pinpoint risks, assess progress, and suggest subsequent actions.

• Conduct onboarding sessions, architecture workshops, executive briefings, and adoption evaluations.

• Collaborate with Customer Experience Managers, Customer Success Managers, Sales teams, Partners, and other Cisco departments to synchronize adoption initiatives.

• Articulate complex technical concepts, architectural decisions, and trade-offs to executives, technical teams, and cross-functional stakeholders.

• Incorporate customer feedback into Cisco product teams and assist in prioritizing high-impact enhancements.

• Remain updated on Cisco technologies, advancements in AI, industry trends, and the competitive environment.

⛳️ Requirements

• Bachelor’s degree with over 8 years of relevant experience, or a Master’s degree with at least 6 years of relevant experience, or a PhD with a minimum of 3 years of relevant experience, or equivalent related work experience.

• Extensive networking knowledge including Catalyst Center, Catalyst WAN, Spaces, SDA, and SD-Routing.

• An advanced networking certification such as CCNP, CCIE, or a similar relevant certification is expected.

• Experience utilizing telemetry, analytics, or AI-driven insights to inform adoption planning and execution is highly regarded.

• Excellent facilitation skills for executive briefings, customer workshops, and technical evaluations.

• Proven experience in creating scalable enablement programs and driving adoption that fosters renewals and growth is greatly valued.

• Additional certifications that align with current industry trends are advantageous.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with a Cisco matching contribution.

• Paid parental leave.

• Coverage for short- and long-term disability.

• 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.

• 1 paid day off for the employee’s birthday.

• Paid year-end holiday shutdown.

• 4 paid days off for personal wellness.

• 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 on the hire date and each January 1st thereafter.

• Up to 80 hours of unused sick time can 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 roles.

• Performance-based incentive pay for employees on sales plans.