Customer Success Specialist (CSS) - DNAC (SDWAN, Software Defined Access (SDA), DNA Automation, Routing & Switching, CCIE - 9+ Years

Location: Thailand
Job type: Permanent
Salary:
Contact: Nayana Pathak
Email: email Nayana
Reference: 1295567

What You’ll Do

The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical specialist that engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization, one of Cisco’s fastest growing teams.

The CSS is a hands-on specialist for their aligned product or architecture. This role owns delivery of targeted engagements intended to increase product awareness & adoption, share industry standard methodologies, and drive overall product consumption and business value. The CSS brings in technical expertise to ensure every customer engagement is a success while also actively participating in Cisco’s global CSS Community where they collaborate with their peers to share standard methodologies and customer success stories. The CSS is able to effectively combine deep technical knowledge with solid understanding of business priorities to provide consultative solutions pivotal to helping customers realize value faster.

This is a highly technical role intended to help our customers with a myriad of their adoption challenges as a specialist within Enterprise Networking, SDA (Software Defined Access) and SDWAN (Software Defined Wide Area Network).

Who You’ll Work With

The CSS will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals. The role will:

  • Work closely with Cisco’s Customer Success Managers such as Customer Success Executive (CSE) and Success Programs Manager (SPM) to facilitate high impact, technology-specific workshops targeted at all levels of an organization to accelerate a business initiative
  • Deliver Accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring work you're doing based on customer needs
  • Demonstrate Enterprise Networking domain specialization and expertise to identify and proactively lead adoption risk areas and customer expectations that could impact successful delivery
  • Help improve ATX & Accelerator offers by providing feedback to CX Product Management and CX Success Program teams
  • Influence customers to make tactical and strategic deployment decisions to achieve their business outcomes and improve Cisco product adoption
  • Collaborate with various partners such as Account teams, Sales Engineering, Product Sales, Professional Services, Support Services and Partners to improve customer product adoption, resolve usage barriers, and drive
  • Be responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers

Who You Are

  • Customer Obsessed: Proactively understands customer needs and aligns architectural and vertical expertise to multi-functional teams to drive alignment on decisions that enhance customer value.
  • Technical Expert: Technical knowledge with ability to understand customer use cases for Cisco’s technology solutions and how Cisco solutions can be successfully applied in a customer’s environment to accelerate value creation for the customer.
  • 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 driven 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 specialization 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 sophisticated information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.

Required Experience

  • 7-9 years of experience in technical consulting or direct customer interfacing/engagement roles.
  • Technical knowledge in the following technology/architecture areas: Networking (Routing, Switching, and Wireless), especially in routing protocols: OSPF, BGP, IS-IS, LISP and VxLAN,
  • Knowledge of Software Defined Access, Software Defined WAN, and DNA Automation and Assurance.
  • Experience deploying and troubleshooting DNA Centre, or similar Network Management System.
  • Understanding of network automation and assurance
  • Scripting knowledge on Python, Pearl is a plus
  • Strong business acumen to understand customers’ business goals and challenges
  • Strong presentation skills and ability to build rapport with customers
  • CCNA / CCNP / CCIE in Collaboration or Voice strongly preferred
  • Academic qualifications: BS in Engineering; Masters preferred

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.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take ambitious steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool

 

 

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