Customer Experience Customer Success Specialist

Overview

In this CX-focused role, you drive software adoption and value realization to support renewals and growth by applying AI-driven insights to customer environments. You orchestrate adoption planning (TAP) and lead cross-team workshops to align tech with customer goals. You will create advanced technical enablement programs and act as a trusted advisor to senior leaders, shaping adoption strategies across large enterprise deployments. Your work feeds into product feedback and cross-functional GTM initiatives, enabling scalable, outcomes-driven customer success.

Responsibilities

• Lead and orchestrate TAP execution across multiple teams to integrate adoption plans with account strategies
• Drive technical enablement initiatives (Executive Briefings, architecture workshops, onboarding programs)
• Engage in 1:1 customer engagements and community events to support TAP and execution
• Collaborate with Sales, CX leadership, Partners, and Product teams to align adoption journeys with renewal/expansion goals
• Act as Technology Evangelist, translating field signals into product improvements and adoption strategies
• Integrate AI analytics and telemetry to inform adoption planning, risk mitigation, and forecast needs
• Lead state-of-usage reviews, market trend analysis, and updates to TAPs
• Mentor senior ICs and team leads on complex customer situations and strategy
• Design and run multi-domain labs and documented “known good” patterns to de-risk deployments
• Represent Cisco in stakeholder workshops and executive-level discussions to articulate adoption progress

Key requirements

• Bachelor in Networking (or Cyber Security) with 10+ years in a technical customer-facing role
• Industry certifications: CCNP, CCIE (Enterprise or Security) or CISSP, or equivalent
• Experience with Network Design and Deployment across LAN, WAN
• Deep knowledge of DNS, Proxy, Firewall, Endpoint, NDR and Networking/Security concepts
• Excellent communication and strategic planning skills
• Self-motivated with execution focus

• Excellent communication
• Strategic thinking
• Self-motivated execution
• DNS
• Proxy
• Firewall

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