Observability Customer Success Professional @ Cisco

Meet the team

The Observability Customer Success team in Cisco is seeking a highly motivated and customer-focused Customer Success Specialist to join our team. As a Customer Success Specialist, you will play a critical role in ensuring our customers' success by providing technical guidance, execute a customer strategy, and proactively help customers adopt Ciscos observability solutions. You will collaborate closely with cross-functional teams, including Sales, Product Engineering, Professional Services, and Customer Success Executives to deliver exceptional customer experiences and drive long-term customer satisfaction.

Your Impact

Customer Success Specialists are passionate technologists who love connecting and working with customers to help them adopt and derive value from the product and address their key business pain points using our best-in-class Cisco observability solutions. They deliver successful outcomes, provide constant guidance, and become trusted advisors so that our customers spend less time fixing issues and more time driving value, innovation and creativity to deliver outstanding digital experiences to their end-users.

• Develop strong relationships with key collaborators within the customer teams as well as Cisco teams (CSE, CSM, Sales, Engineering etc.), adopting a consultative and prescriptive approach that inspires trust and confidence.
• Enable customers to realize the most value from their Cisco observability investments.

Develop a deep understanding of our observability products, their offerings, and their technical aspects to effectively assist customers with technical inquiries, configurations, integrations, and troubleshooting.

Create account plans and deliver business reviews to key stakeholders, with a focus on tracking progress through metrics, use cases, and success stories.

Provide timely and accurate responses to customer inquiries via various communication channels, such as email, chat, phone, and online platforms.

Guide new customers through the whole product lifecycle journey from on-boarding to implement to renew.Leverage our library of Accelerators and other enablement resources to increase adoption.

Collect and relay customer feedback to internal teams, helping to shape product development and improvements based on customer insights.

• Keep abreast of dynamic technology landscapes with a particular focus on adjacent technologies like microservices, containerization, Cloud, software security, etc.
• Foster collaboration with our Sales, Product, Support, Customer Success and Engineering teams and provide feedback from the field on features and functionality.

Minimum Qualifications

• Bachelors degree in Computer Science or similar technical field or equivalent technical experience
• 5+ years of relevant technical or customer success experience lead in a customer facing consulting role.
• Understanding of the Observability, Security and Application Performance Management space with hands on experience with AppDynamics or competing products a bonus.
• Excellent customer interaction and presentation skills (ability to clearly communicate to different audiences and deliver a message in a concise, professional manner).
• Ability to educate customers on the value of our products and build trusted advisor relationships at all levels of the organization.
• Knowledge and experience in at least two of the following technical domains
• SDLC practices including Agile, DevOps and CI/CD strategies.
• IT Operations (NOC or similar)
• Virtualization and Containerization (Kubernetes, Pivotal Cloud Foundry)
• Cloud technologies (AWS, Azure, GCP, etc)
• Open Telemetry
• SAP Technologies
• Application Performance Management
• Application Development
• Experience with JavaScript (JQuery, Dojo, AngularJS, etc), Java (J2EE), .Net