What are the responsibilities and job description for the Customer Success Specialist - FSO US remote position at Cisco Systems?
Full Stack Observability Customer Success team in Cisco is seeking a highly motivated and customer-focused Customer Success Specialist to join our team. As a Customer Success Specialist, you will play a critical role in ensuring our customers' success by providing technical guidance, deliver ATXs and Accelerator sessions, and proactively help customers adopt Cisco’s FSO solutions. You will collaborate closely with cross-functional teams, including Sales, Product Engineering, SPMs, and CSEs to deliver exceptional customer experiences and drive long-term customer satisfaction.
Responsibilities:
About the Role
FSO Customer Success Specialists are passionate technologists who love connecting and working with customers to help them adopt and derive value from the product and address their key business pain points using our best-in-class Cisco FSO solutions. They deliver successful outcomes, provide constant guidance, and become trusted advisors so that our customers spend less time fixing issues and more time driving value, innovation and creativity to deliver outstanding digital experiences to their end-users.
Key responsibilities (What do you do?)
- Develop strong relationships with key collaborators within the customer teams as well as Cisco teams (CSE, SPM, Sales, Engineering etc.), adopting a consultative and prescriptive approach that inspires trust and confidence.
- Enable customers to realize the most value from their Cisco FSO investments.
- Develop a deep understanding of our FSO products, its offerings, and its technical aspects to effectively assist customers with technical inquiries, configurations, integrations, and troubleshooting. Deliver targeted technical workshops and ATX sessions to clients in order to drive adoption of the AppD platform and FSO solutions.
- Provide timely and accurate responses to customer inquiries via various communication channels, such as email, chat, phone, and online platforms.
- Guide new customers through the whole product lifecycle journey from on-boarding to implement to renew. Provide training and ATX sessions to ensure customers are equipped to effectively use our product.
- Collect and relay customer feedback to internal teams, helping to shape product development and improvements based on customer insights.
- Keep abreast of dynamic technology landscapes with a particular focus on adjacent technologies like microservices, containerization, Cloud, software security, etc.
- Mentor other Services team members on various technical topics to promote a shared culture of technology excellence at all levels.
- Foster collaboration with our Sales. Product, Support, Customer Success and Engineering teams and provide feedback from the field on features and functionality.
Critical Experience (What experience do you need?)
- Bachelor’s degree in Computer Science or similar technical field or equivalent technical experience
- 6 years of relevant technical experience as Technical or Architecture lead in a customer facing consulting role.
- Understanding of the FSO, Security and Application Performance Management space with hands on experience with AppDynamics or competing products a bonus.
- Excellent customer interaction and presentation skills (ability to clearly communicate to different audiences and deliver a message in a concise, professional manner).
- Ability to educate customers on the value of our products and build trusted advisor relationships at all levels of the organization.
- Knowledge and experience (4 years) in at least two of the following technical domains
- SDLC practices including Agile, DevOps and CI/CD strategies.
- IT Operations (NOC or similar)
- Virtualization and Containerization (Kubernetes, Pivotal Cloud Foundry)
- Cloud technologies (AWS, Azure, GCP, etc)
- Open Telemetry
- SAP Technologies
- Application Performance Management
- Application Development
- Experience with JavaScript (JQuery, Dojo, AngularJS, etc), Java (J2EE), .Net
Perks
We know that the award winning culture at Cisco is something to brag about, but here are more reasons that make you excited to get out of bed to come in the morning, like:
- Medical, dental, vision coverage
- 401k match (4.5%)
- Wellness perks (gym, hobbies, education, store discounts, personal finance)
- 4 weeks PTO (up to 6 weeks of PTO accrued), 10 days VTO, 14 holidays (including 1 birthday PTO and 1 floating holiday)
- Mandatory company shut down between Christmas and New Years
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!
Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
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