Customer Success Specialist
Cisco
Who We Are?
CSSs are subject matter experts in their aligned product or architecture. This role is for a Specialist working on Internet Infrastructure and Automation across Service Providers, Finance, Public Sector, Large Enterprises. We are focusing and covering Transport and Automation technologies across EMEA and the Specialist can be based remotely within EMEA covering those customers.
CSSs deliver targeted engagements to increase product awareness, share best practices, and drive product consumption and business value. CSSs bring strategic vision, the latest technology from Cisco Engineering, and tactical expertise to ensure successful customer engagements.
They also participate in the global CSS Community to share best practices and success stories. Combining deep technical knowledge with business acumen, CSSs provide consultative solutions to help customers realize value faster.
What You’ll Do?
The Specialist will interact with customers on engineering and operations side and coordinate with Cisco Team the adoption of multiple customers across EMEA.
Industry Certifications and any extra language will be a bonus considering that the Specialist will work across the entire EMEA region.
Mastery of relationship management, account handling, and soft skills, along with a keen understanding of the competitive landscape and how Cisco's solutions are differentiated in the market, will be key to driving adoption and ensuring customers achieve accelerated business outcomes.
This highly technical role supports customers with adoption challenges across the Internet and Automation architectures.
Key Responsibilities:
- Customer Engagement: Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share best practices, and drive software adoption and business value.
- Technical Expertise: Utilize deep technical knowledge, business acumen, and automation skills to provide consultative solutions and ensure successful customer engagements.
- Risk Management: Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations.
- Collaboration: Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth.
- Product Feedback and Advocacy: Provide feedback to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
- Strategic Advice and Adoption Journey: Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.
Who You Are?
Minimum requirements
We expect the CSS to have an excellent understanding of Cisco and Industry solution across one or more of the following:
- Transport Core across large organization (SP, Finance, Public Sector, Enterprise)
- Automation Environment (Cisco and Multi-vendor)
- Core MPLS or Metro (Cisco XR or Industry Standard)
- Controllers and Software Lifecycle
- Automation Software for Networking
- Software Integration API across multivendor Solution
- Additional language is an added advantage
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!
Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.