Customer Success Specialist - Collaboration

Job Title: Customer Success Specialist - Collaboration
Contract Type: Permanent
Location: Sydney
Salary: Upto AUD 200,000 Base
Reference: 1285702
Contact Name: Nayana Pathak
Contact Email: napathak@cisco.com
Job Published: March 25, 2020 12:44

Job Description

What You’ll Do

The new Customer Success Specialist (CSS) role for Collaboration is a highly visible, strategic position working with customers to accelerate deliverables and drive business outcomes.

The CSS is an expert on their aligned product or architecture. Their mission is to help the customer move to the next phase of the customer lifecycle and to visualize their future in the lifecycle. The CSS helps customers adopt and expand Cisco products. Maintaining an end-to-end lens, the CSS will partner closely with others (accounts teams, sales specialists, delivery teams, etc.) to provide the best-possible experience for the customer via the delivery of Customer Experience Accelerators and Ask the Experts that help customers advance through critical steps in the adoption process.

This role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest growing teams.

Who You’ll Work With

The CSS will build deep relationships with customer senior leadership, partners, and the extended Cisco account team members in achieving their goals. The role will:

  • Deliver accelerators and ATX (Ask-the-Expert) to a diverse set of customers that qualify, tailoring deliverables and driving business outcomes with scope and on-time engagement for Collaboration.
  • Joins the Customer Support Executive (CSE) in 1:1 customer engagements and events.
  • Contributes to the customer community digital spaces.
  • Contributes to product and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams
  • Inspire customers to make tactical and strategic deployment decisions
  • Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns.
  • Responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers
  • Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers
  • A willingness to travel 25% or more (pending role requirements)

Who You Are

  • Customer Obsessed: Proactively understands customer needs and aligns architectural and vertical expertise to cross-functional teams to drive alignment on decisions that enhance customer value.
  • Technical Guru: Deep technical knowledge with ability to understand and connect customer use cases/plans with Cisco Collaboration solutions and how Cisco Collaboration solutions can be optimally applied in a customer’s environment to accelerate customer value
  • Cross-Team Collaborator & Influencer –work across internal and external teams of all levels to proactively inspire technical implementation decisions and work towards common goal.
  • Business Acumen- clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace
  • Leader: Ability to form and lead teams. Exceptional team-building and time management skills. Proven track record in establishing new organizations, procedures, and offerings.
  • Deep Domain Expertise: Expert with domain and industry deep technical knowledge of collaboration  architectures and customer stories.
  • Results Oriented: Interest in and proven execution ability with relevant technologies and customer outcomes.
  • Responder: Skilled at issue management and managing customer expectations.
  • Effective Communicator: Delivers complex information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.

Required Experience

  • 5-7 years of experience in technical consulting or direct customer interfacing/engagement role
  • Demonstrated ability to lead people; organize, develop and motivate a team; get results through others; and have excellent consulting and planning skills
  • Expert level knowledge in Advisory, Implementation, troubleshooting, inter Collaboration application capabilities and operational support of the Cisco Collaboration Portfolio including: 
    • Unified Communications (On premise and Cloud/CaaS)
      • Expert level knowledge in UC Security, IP internetworking, LAN Switching, MPLS & Voice technologies, IP Telephony, SAN, CDN, Wireless, UCCE, UCCX & WAN protocols, hard and soft phones
        - Expert level internetworking troubleshooting in a large-scale network environment.
        - Large-scale network design skills defining dial plans, call control customizations and global infrastructure.
    • Business Video
      • Expert level knowledge in advisory and implementation of business critical video services enabling any-to-any video collaboration and WebEx integration
      • Working knowledge of quality of service base requirements and implications so of Over The Top traffic planning
      • Extensive implementation experience for on premise and cloud infrastructures and integration requirements and dependencies
      • Working knowledge of competitor video solutions and experience integrating them with Cisco infrastructure – Zoom, Polycom, Skype 4 Business, BlueJeans, etc.
    • WebEx Teams
      • Expert knowledge in:
        • Identity Access and Management (IAM), Single Sign on, Calendar integration, WebEx Edge Video Mesh,
        • Email/hosted email, Exchange implementation and administration, OCS, Cisco WebEx Teams product experience including web conferencing, instant messaging (XMPP) and email or relevant experience in key competitor offerings required
    • Contact Center Infrastructure
      • Subject Matter Expert of Cisco on premise and cloud solutions
      • Working knowledge of third party products and capabilities – Smart Pairs, Calabrio, etc. and ICM/CVP scripting
      • Working knowledge of capturing and managing business workflow requirements and application consulting a plus
  • Strong consulting skills required to address roadmaps and strategies for on premise solutions as    well as advice and guidance on key dependencies for migrations to the cloud
  • If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.
Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities      to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.


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