Customer Experience Customer Success Specialist

About the role

Cisco is looking for an ambitious Customer Success Specialist to join its team and drive greater customer value for its highest-value customers. The specialist acts as the primary advocate for customers, aligning their goals with Meraki's capabilities and helping them achieve measurable outcomes through customer engagement, analytics and technical knowledge.

Key responsibilities

• Drive customer adoption across the Meraki platform, helping customers understand and use core features so that end users get a better experience.
• Build and run concurrent high-touch adoption strategies, setting tangible metrics to track progress and show value across a moderately sized portfolio.
• Understand how the Customer Success Adoption Motion, customer use cases and the Cisco CX services portfolio can benefit customers and partners.
• Identify, engage and build rapport with customers' primary stakeholders to understand their business challenges and objectives.
• Collaborate with internal teams to deliver aligned, end-to-end solutions, focusing on success planning and customer enablement.
• Understand the scope of the role and proactively deflect out-of-scope activities.

Required profile

• Bachelor's degree plus 7 years of related experience, or Master's degree plus 4 years, or PhD plus 1 year, or equivalent relevant experience.
• Japanese fluency is a must; English is a plus.
• Professional-level certification such as CCNP or equivalent expected.
• Ability to understand customer businesses and industries and execute technical adoption plans.
• Ability to build trust with customers and partners and engage primary stakeholders.

Required skills

• Understanding of Cisco Meraki products, their key features and updates, and ability to explain use cases and simple technical concepts.
• Business intelligence/analytics experience is a plus.
• Ability to set basic success metrics for adoption strategies and understand the Meraki portfolio and CX services spend and ARR.