Customer Experience Specialist, Customer Success
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Job Description
Cisco Customer Success Specialist guiding customers through Hypershield onboarding, segmentation, and Nexus Smart Switch deployments. Building adoption, enablement, and technical outcomes for data-center security.
Responsibilities:
- Own the transition from completed Cisco N9300 deployment into the Hypershield onboarding and adoption journey
- Guide customer teams through Hypershield on-premises controller deployment across virtualization environments and the on-premises control plane
- Advise customers on on-premises versus cloud-based security-policy operational models
- Drive value realization through top-of-rack segmentation and enforcement, zone-based segmentation, and secure data-center interconnect use cases
- Deliver customer workshops and webinars, tailoring deliverables and driving business outcomes on time
- Run workshops and enablement sessions on new and existing capabilities
- Inspire tactical and strategic deployment decisions and track long-term business outcomes
- Drive adoption and expansion of Cisco products by identifying feature opportunities, use cases, and strategies
- Build technical relationships with NetOps and NetSecOps stakeholders as a trusted advisor
- Identify adoption blockers and collaborate with engineering and support teams to resolve issues
- Collaborate with account teams, Customer Success, and partners to address product concerns
- Create reusable workshops, training materials, reference architectures, and product documentation
- Contribute to customer community spaces, Success Tracks, and lifecycle asset development
- Provide lifecycle feedback to CX Product Management and CX Success Programs teams
Requirements:
- Demonstrated depth in Cisco Nexus / NX-OS in production, including L3 routing, VRFs, and fabric operations; equivalent major-vendor experience accepted
- Enterprise virtualization and VM/appliance deployment experience; vSphere/vCenter preferred
- Network segmentation and firewall policy design, including zone-based or microsegmentation
- Familiarity with NetOps/NetSecOps operating split in data-center security
- Kubernetes and Helm familiarity, including chart deployment, node/pod status and log analysis, namespace and kubeconfig management, and rollout troubleshooting
- Experience guiding customers through complex multi-component on-premises deployments
- Experience with AWS, Azure, or GCP
- NX-OS automation and APIs, including NX-API, NETCONF/RESTCONF, gNMI, and Ansible; Nexus Dashboard a plus
- Proven ability to mentor, coach, and inspire a high-performing team
- Customer-facing experience as a solutions advisor, CSM, PS consultant, or SE
- Track record onboarding and deploying solutions into customer production
- Strong customer-obsession, technical-guidance, business-awareness, communication, interpersonal, and conflict-resolution skills
- Ability to identify emerging technologies and industry trends
- Suggested certifications: CCNA, CCNP, CCDP, CCIE, Cisco Certified Success Specialist, CISM, or CISSP
- Preferred certifications: CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert
Benefits:
- Medical, dental and vision insurance
- 401(k) plan with Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Cisco restricted stock unit grants may be available
- 10 paid holidays per full calendar year
- 1 floating holiday for non-exempt employees
- Birthday paid day off
- Paid year-end holiday shutdown
- 4 paid personal wellness days
- 16 days of paid vacation per full calendar year for non-exempt employees
- Flexible vacation time off program with no defined limit for eligible exempt employees
- 80 hours of sick time off provided on hire and each January 1st thereafter
- Up to 80 hours of unused sick time carried forward
- Additional paid time away for critical or emergency family issues
- Optional 10 paid volunteer days per full calendar year
- Annual bonuses for non-sales roles, subject to Cisco policies
- Performance-based incentive pay for sales-plan employees
- Opportunities for growth and professional development
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