Customer Experience Customer Success Specialist -NX

Job description

This role ensures the adoption of software and value realization that lead to successful renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies. It proactively develops and orchestrates technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize technology investments and promote the full utilization of Cisco technologies, with designated CSSs typically owning TAP creation and pooled CSSs contributing architecture-specific expertise. The position facilitates alignment workshops to review adoption progress and drive expected customer outcomes and benefits, resulting in successful onboarding, adoption, and renewals. It drives scale impact by creating and delivering advanced 1:many technical enablement Expert Insight Series, stays current with the latest Cisco technologies including AI advancements, the competitive landscape, and industry trends to provide expert guidance, and participates in stakeholder workshops to articulate the state of the adoption business, including common barriers and market trends. The role is also involved in 1:1 customer engagements and community events, supporting Customer Experience Managers (CXMs) and Customer Success Managers (CSMs) in TAP and execution, while influencing executive and customer technical decision-making and fostering trusted advisory relationships. Additionally, the position collaborates with Customer Success Teams, Accounts, Sales, Partners, and others in GTM, leveraging AI and strategic insights to enhance customer adoption, address product concerns, and identify use cases that drive value and business outcomes. It acts as a technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements, and leads collaboration with Product teams to address systemic product challenges identified by customers, driving usability and serviceability enhancements. What You'll Do: •Drives strategic, technical and complex adoption strategies across large, strategic customer segments, managing high-complexity enterprise deployments where AI-analytics inform both planning and execution •Regularly leads customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and cross-functional onboarding programs •Acts as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes •Oversees TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions •Demonstrates deep knowledge across several products in a secondary architecture •Runs adoption business reviews (state of usage, blockers, market trends) and updates TAPs, integrating AI analytics to highlight trends and forecast needs •Partners with Sales and CX leadership to co-create adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals •Manages adoption across multiple stakeholders and teams, ensuring consistency and quality of customer experience •Communicates complex details in meetings or workshops, tailoring content for varied audiences to achieve clear understanding •Participates in events like roadshows or technical sessions, using advanced setups to demonstrate solutions and follow through on action items •Designs and leads 1:many series; measures reach and impact •Leads technical strategy across customer success programs, aligning product capabilities and architecture choices with lifecycle delivery and business outcomes; explains trade‑offs to stakeholders •Integrates advanced telemetry and AI models, designs and runs complex labs (multi‑domain, multi‑site) to de‑risk deployments; documents “known good” patterns; adapts them dynamically to address specific customer technical challenges •Acts as Technology Evangelist, turns field signals into product improvements, owns some high‑value asks, builds the case, and follows through to resolution, collaborating with other Cisco teams on service enhancements and adoption strategies •Sets vision and direction for customer success programs across multiple teams or regions, integrating AI-driven productivity insights to accelerate results •Leads cross-functional initiatives to scale best practices globally and improve customer outcomes •Mentors senior IC talent, team leads, and managers, providing guidance on complex customer situations and organizational strategy •Represents CSS community and interests in planning and decision-making forums Minimum Qualifications Bachelors + 8 years of related experience, or Masters + 6 years of related experience, or PhD + 3 years of related experience, or equivalent relevant work experience Expert level (e.g., CCIE) or equivalent relevant certification expected. ​​Industry trend certifications​ Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.