Customer Experience Customer Success Specialist

Overview

Customer Experience Customer Success Specialist at Cisco, responsible for driving software adoption, value realization and renewals for a portfolio of mid-sized customers, with a focus on Cisco Data Center Networking products.

What you'll do

• Handle adoption for a moderately-sized portfolio of mid-sized customers, managing deployments that may span multiple products/solutions within a single technology area, using AI-powered analytics to monitor adoption and inform engagement strategies.
• Drive adoption and expansion of Cisco Data Center Networking products (with main focus on Cisco ACI, Nexus Dashboard) by highlighting feature opportunities, winning use cases, and relevant strategies to customers.
• Conduct standard or moderately customized technical enablement sessions across multiple products and audiences; organize and run moderately detailed demo setups for customer meetings, highlighting key features and ensuring follow-up for successful implementation.
• Support TAP execution by identifying adoption blockers, recommending relevant accelerators, and collaborating with CXMs to align activities with customer goals.
• Maintain detailed customer profiles by gathering insights on their operations and goals, and applying AI-driven recommendations to suggest improvements in product use.
• Proactively follow up with customers post-session to ensure adoption progress, answer follow-up questions, and support successful CSAT outcomes.
• Identify common adoption blockers (e.g., lack of internal training, misconfigured features), recommend relevant accelerators, and implement small enhancements in processes or products.
• Collaborate with CXMs to align session delivery with customer goals and lifecycle milestones.
• Apply product and service knowledge to guide onboarding and adoption conversations with customers.
• Configure and maintain low to moderately complex test environments for customer demos, troubleshooting basic issues to support effective sessions.
• Use telemetry and AI-driven insights to identify opportunities for improvement.
• Share customer feedback and competitive observations to support product and service enhancements.
• Mentor junior CSSs by reviewing their work, providing actionable feedback, and encouraging the use of AI to automate routine tasks.
• Champion unified engagement by coordinating with other Cisco teams on shared customer activities.
• Contribute to customer strategy by suggesting improvements and piloting new approaches.
• Foster cross-functional collaboration by connecting with support, sales, or engineering to resolve customer issues.

What you'll need

• In-depth knowledge of DC Networking, Cisco ACI, VXLAN, and DC compute solutions such as Intersight and UCS, and understanding of DC automation and application development.
• Ability to provide technical consultative support to Cisco customers, partners, account teams and other internal technical support teams.
• Ability to communicate, demonstrate, and accelerate the proper utilisation of Cisco ACI features as you encourage the customer to engage in the daily use of the solution.
• Deep technical knowledge with ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be optimally applied in a customer's environment to accelerate business value.
• Ability to utilize moderate to complex lab environments to demonstrate the resolution of barriers across the entire customer lifecycle for Cisco Datacenter products & solutions.
• Excellent written, verbal, and listening skills that strengthen relationships with internal and external stakeholders up to the executive level.

Nice to have

• BS/BA Engineering, B.Tech/ B.E/ M.Tech/ MCA in Computer Science or equivalent.
• 6+ years of experience in technical consulting or direct customer interfacing role with a deep understanding of industry best practices related to the datacenter domain.
• Cisco Certifications: CCNP / CCDP / CCIE or equivalent strongly preferred.
• Extensive understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges.

Details

• Location: Bangalore, India.