Technical Adoption Specialist
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Job Description
Technical Adoption Specialist driving Cisco Enterprise Security software adoption for Presidio’s technology services clients. Improving customer ROI, renewals, and expansion through lifecycle success strategies.
Responsibilities:
- Serve as a key liaison aligning customer business goals with Presidio services and solution architectures
- Engage with sales, delivery, operations teams, customers, and manufacturing partners
- Lead long-term adoption and expansion strategies for software subscriptions
- Conduct regular Adoption Reviews and drive technology Use Cases for lifecycle adoption services
- Accelerate customers’ planned ROI for software investments
- Facilitate Solutions Planning and improve operational readiness and performance
- Maintain subject matter expertise on subscription software options and provisioning processes, focusing on Cisco Enterprise Security
- Document provisioning and lifecycle-management workflows and identify process improvements
- Increase adoption of purchased services to support renewals, referrals, and expansion opportunities
- Engage account teams ahead of subscription renewals with usage, customer issue, upsell, and billing information
- Ensure customers maximize relevant solution functionality and features throughout the project lifecycle
- Drive knowledge and usage adoption of products, services, and software
- Develop customer adoption plans and address barriers to customer success
- Identify cross-sell and upsell opportunities and collaborate with account teams on submissions and tracking
- Develop new customer adoption methods, service packages, and offerings
Requirements:
- Ability to perform or demonstrate basic understanding of IT financial modeling, including ROI and TCO estimation
- Comprehension of system and solution architectures preferred
- Ability to quickly obtain Cisco Customer Experience Professional Level Certification(s)
- Experience with Gainsight Customer Success Management Platform or equivalent CSMP/CRM preferred
- Proven technical problem-solving and design ability
- Advanced communication skills and ability to tailor messages to relevant audiences
- Advanced writing skills for business cases, project solution charters, impact analyses, high-level architectures, and planning-level requirements
- Advanced presentation skills for executive and technical audiences
- Advanced listening and purposeful questioning skills for interviews and workshops
- Understanding of Consulting Services models and metrics, including utilization goals, project GP, and bill rate
- Ability to communicate technical concepts clearly and effectively in written and oral form
- Resourcefulness and ability to research and consult varied sources to solve customer problems with little direction
- Bachelor’s degree or equivalent experience and/or military experience
- 3 years of experience in Customer Service / Customer Success with heavy customer-facing responsibilities
Benefits:
- Equal Opportunity Employer
- Reasonable accommodations for individuals with disabilities
- Veteran employment support and priority referrals
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