Technical Adoption Specialist

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

📋 Description

• Act as a bridge between Presidio, customers, sales, delivery, operations teams, and manufacturing partners.

• Create and oversee long-term strategies for the adoption and expansion of software subscriptions.

• Conduct regular Adoption Reviews with clients.

• Propel technology Use Case development and lifecycle adoption services.

• Enhance customers’ anticipated ROI for software investments.

• Facilitate Solutions Planning and improve operational readiness and performance.

• Concentrate on the Cisco Enterprise Security aspect of the business.

• Maintain expertise in subscription software options and provisioning processes.

• Document Presidio's provisioning and lifecycle management workflows while identifying areas for process enhancement.

• Boost the usage of purchased services to facilitate renewals, referrals, and expansion opportunities.

• Engage with account teams prior to subscription renewals, providing information on usage, customer issues, upselling, and billing.

• Interact with customers throughout the project lifecycle to optimize solution functionality and business results.

• Promote knowledge and usage of product, service, and software features.

• Develop customer adoption strategies and address obstacles to customer success.

• Identify cross-sell and upsell opportunities and work collaboratively with account teams on submissions and tracking.

• Innovate new methods for customer adoption, service packages, and offerings.

⛳️ Requirements

• Capability to perform or comprehend IT financial modeling, including ROI and TCO estimation.

• Understanding of system and solution architectures is preferred.

• Ability to rapidly achieve Cisco Customer Experience Professional Level Certification(s).

• Experience with Gainsight Customer Success Management Platform or a comparable CSMP/CRM is preferred.

• Proven skills in technical problem-solving and design.

• Excellent communication skills with the ability to customize messages for relevant audiences.

• Strong writing skills for business cases, solution charters, impact analyses, high-level architectures, and planning-level requirements.

• Advanced presentation skills suitable for both executive and technical audiences.

• Exceptional listening and purposeful questioning abilities.

• Understanding of Consulting Services models and metrics, including utilization goals, project gross profit, and billing rates.

• Ability to clearly articulate technical concepts in both written and oral forms.

• Resourcefulness in researching and consulting diverse sources to resolve customer issues.

• Bachelor’s degree or equivalent experience and/or military background.

• Minimum of 3 years of experience in Customer Service/Customer Success with significant customer-facing responsibilities.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.

• Priority referrals for protected veterans.