Who You’ll Work With
The CSS will build close relationships with customers, CX counterparts, architects, & engineers in achieving their goals. The role will :
Work closely with Cisco’s Customer Success Managers such as Customer Success Executive (CSE) and Success Programs Manager (SPM) to facilitate high impact, technology-specific workshops targeted at all levels of an organization to accelerate a business initiative
Virtually deliver accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring deliverables and driving quantifiable business outcomes with scope and timely engagement.
Use domain specialization and expertise to identify and proactively lead risk areas and customer expectations that could impact successful delivery
Help improve ATX & Accelerator offers by providing feedback to CX Product Management and CX Success Program teams
Influence customers to make tactical and strategic deployment decisions to achieve their business outcomes and improve Cisco product adoption
Collaborate with various partners such as Account teams, Sales Engineering, Product Sales, Professional Services, Support Services and Partners to improve customer product adoption, resolve usage barriers, and drive
Be responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers.
Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers and the Customer Success team
Under normal circumstances, up to 10% travel within theatre would be required.
Who You Are
Customer Obsessed : Inherently understands customer needs and provides the best CX onboarding and contract lifecycle experience to improve customer value;
Technical Expert : Enough technical knowledge to understand and connect customer business outcomes to offer functionality to accelerate customer value
Cross-Team Collaborator work across internal and external teams of all levels to proactively support the customer. Reducing the time it takes the customer to start engaging with and receiving value from their service.
Ability to operate and get along with customers in a remote / virtual environment
Business Acumen : clear understanding of the customers’ business outcomes and how the CSS can support the customer on their path
Results Oriented : Interest in and proven execution ability with relevant offers and driving customer to their outcomes.
First Responder : Skilled at issue management and handling customer expectations
Effective Communicator : Delivers sophisticated information in a confident and convincing manner, appropriate to a diverse audience that produces transparency and impact.
7-10 years of overall experience in Collaboration technologies with technical consulting or direct customer interfacing / engagement role
Experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering the Cisco voice and video products, solutions and devices for medium, large and / or enterprise customers
Experience in designing and deploying large scale Cisco UCM clusters, Unity Connection
Good knowledge of protocols such as VOIP, H.323, SIP, RTP, SRTP, MGCP
Experience working on Cisco voice gateways, dial-peers, and unified call processing
Experience working on SBCs such as Cisco CUBE, Audiocodes, ACME (Oracle)
Exposure to codec configurations - G.711a-law, G.729a, G.729b
Exposure to TMS, Expressway, MRA, Conductor, CMS and Jabber soft-phones
Experience with Cisco UCS, BE6K, BE7K
Experience working on directory integration such as Microsoft AD, LDAP
Experience with Linux
Familiarity with Relational Databases such as MS SQL Server or mySQL, including query scripts and form-based queries
Proven networking fundamentals - switching, routing, firewall, load balancers, traffic optimization, quality of service (QoS)
Familiarity with room remediation & codec optimization would be an added advantage
Familiarity with Cisco UCCX or UCCE would be an added advantage
Strong business acumen to understand customers’ business goals and challenges
Strong presentation skills and ability to build rapport with customers
CCNA / CCNP / CCIE in Collaboration or Voice strongly preferred
Academic qualifications : BS in Engineering; Masters preferred
If you are looking for hands-on involvement in crafting the strategic direction of Cisco and Customer Experience, we have a place for you.
At Cisco, each person brings their outstanding talents to work as a team and make a difference.
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