Customer Experience Customer Success Specialist

About the Role

The Customer Success Specialist (CSS) drives software adoption and value realization, influencing successful renewals and sustained business growth. By increasing AI-driven insights and deep technical expertise, the CSS orchestrates Technical Adoption Planning (TAP) to align technology deployments with customer business goals. This role acts as a trusted advisor, bridging the gap between customer needs and Cisco’s product teams to ensure maximum utilization, usability, and serviceability of Cisco technologies.

Key Responsibilities

Strategic Planning & Orchestration

• TAP Execution: Proactively develop and drive Technical Adoption Plans (TAPs) that align with Duo & Secure Access customer goals, improving technology investment.
• Alignment Workshops: Facilitate workshops to review progress, drive customer outcomes, and ensure successful onboarding and renewals.
• Customer Insights: Maintain detailed customer profiles by capturing operational insights and applying AI-driven recommendations to suggest improvements in product usage.

Technical Enablement & Adoption

• AI-Powered Analytics: Apply telemetry and AI-driven insights to supervise adoption, identify blockers, and advise proactive engagement strategies.
• Authority Enablement: Build and deliver 1:many technical enablement (Authority Insight Series) and conduct customized sessions across multiple products.
• Technical Demos: Coordinate and complete moderately complex demo setups, highlighting key features and ensuring actionable follow-ups for implementation.
• Technical Advocacy: Act as a technology evangelist, providing feedback to product teams to advise development and address systemic product challenges.

Teamwork & Leadership

• Cross-Functional Partnership: Collaborate with Customer Success Managers (CSMs), Account Teams, Sales, and Partners to provide a unified engagement experience.
• Mentorship: Mentor junior CSS team members by reviewing work, providing actionable feedback, and promoting the use of AI to automate routine tasks.
• Partner Engagement: Influence executive and customer technical decision-making by articulating the state of the adoption business, including market trends and driven observations.

What You’ll Do

• Portfolio Management: Lead a moderately-sized portfolio of mid-sized Duo & Secure Access customers across multiple products within a specific architecture.
• Issue Resolution: Identify and mitigate adoption blockers (e.g., configured features, training gaps) and coordinate with support/engineering to resolve customer issues.
• Strategic Improvement: Supply to the broader customer strategy by piloting new approaches and suggesting process enhancements.
• Continuous Learning: Stay current with the latest Cisco technologies, AI advancements, the competitive landscape, and broader industry trends.

Requirements & Tech Stack

Minimum Qualifications

• Education: Bachelor’s degree + 5 years of related experience; OR Master’s degree + 3 years of related experience; OR PhD + 0 years of experience; or equivalent relevant work experience.
• Certification: Professional-level certification (e.g., CCNP) or equivalent relevant industry certification is encouraged.
• Language Required: English and Spanish. Portuguese nice to have.
• Technical Proficiency: Strong understanding of the specific architecture/product set relevant to the portfolio, with an emerging awareness of adjacent technologies.
• Communication: Proven track record to facilitate technical workshops and build trusted advisory relationships with both technical and executive customers.