At a Glance
- Tasks: Drive customer success by tailoring technology adoption strategies and facilitating workshops.
- Company: Join Cisco, a leader in tech innovation and customer experience.
- Benefits: Competitive salary, health benefits, and opportunities for professional growth.
- Other info: Collaborative environment with limitless opportunities for growth and innovation.
- Why this job: Make a real impact by helping customers maximise their technology investments.
- Qualifications: 10+ years in a technical customer-facing role with networking or cybersecurity expertise.
The predicted salary is between 63000 - 77000 £ per year.
Cisco Customer Experience (CX) is a comprehensive service organization focused on accelerating customer success by guiding them through the entire technology lifecycle. Cisco CX provides expert consulting, technical guidance, and support to help customers deploy, adopt, optimize, and renew Cisco solutions effectively. The CX team acts as trusted advisors, aligning technology strategies with business outcomes to reduce risks, enhance security, optimize productivity, and accelerate return on investment.
This role ensures the adoption of software and value realization that lead to successful renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies. It proactively develops and orchestrates technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize technology investments and promote the full utilization of Cisco technologies.
The position facilitates alignment workshops to review adoption progress and drive expected customer outcomes and benefits, resulting in successful onboarding, adoption, and renewals. It drives scale impact by creating and delivering advanced technical enablement Expert Insight Series, stays current with the latest Cisco technologies including AI advancements, the competitive landscape, and industry trends to provide expert guidance, and participates in stakeholder workshops to articulate the state of the adoption business, including common barriers and market trends.
The role is also involved in 1:1 customer engagements and community events, supporting Customer Experience Managers (CXMs) and Customer Success Managers (CSMs) in TAP and execution, while influencing executive and customer technical decision-making and fostering trusted advisory relationships. Additionally, the position collaborates with Customer Success Teams, Accounts, Sales, Partners, and others in GTM, leveraging AI and strategic insights to enhance customer adoption, address product concerns, and identify use cases that drive value and business outcomes.
It acts as a technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements, and leads collaboration with Product teams to address systemic product challenges identified by customers, driving usability and serviceability enhancements.
Drives strategic, technical and complex adoption strategies across large, strategic customer segments, leading high-complexity enterprise deployments where AI-analytics inform both planning and execution. Regularly leads customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and cross-functional onboarding programs. Acts as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes.
Oversees TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions. Demonstrates deep knowledge across several products in a secondary architecture. Runs adoption business reviews (state of usage, blockers, market trends) and updates TAPs, integrating AI analytics to highlight trends and forecast needs.
Partners with Sales and CX leadership to co-create adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals. Leads adoption across multiple stakeholders and teams, ensuring consistency and quality of customer experience. Communicates complex details in meetings or workshops, tailoring content for varied audiences to achieve clear understanding.
Participates in events like roadshows or technical sessions, using advanced setups to demonstrate solutions and follow through on action items. Designs and leads many series; measures reach and impact. Leads technical strategy across customer success programs, aligning product capabilities and architecture choices with lifecycle delivery and business outcomes; explains trade-offs to stakeholders.
Integrates advanced telemetry and AI models, designs and runs complex labs (multi-domain, multi-site) to de-risk deployments; documents “known good” patterns; adapts them dynamically to address specific customer technical challenges. Acts as Technology Evangelist, turns field signals into product improvements, owns some high-value asks, builds the case, and follows through to resolution, collaborating with other Cisco teams on service enhancements and adoption strategies.
Sets vision and direction for customer success programs across multiple teams or regions, integrating AI-driven productivity insights to accelerate results. Leads cross-functional initiatives to scale best practices globally and improve customer outcomes. Mentors senior IC talent, team leads, and managers, providing guidance on complex customer situations and organizational strategy.
Minimum Qualifications:
- Bachelor's or Master’s Degree in Networking or Cyber Security related discipline with 10+ years of experience in a technical customer facing role.
- Industry certification: CCNP, CCIE in Enterprise or Security, CISSP. Or equivalent and demonstrable experience.
- Experience with Network Design and Deployment across LAN, WAN.
- Expert experience of DNS, Proxy, Firewall, Endpoint, NDR and Networking/Security concepts.
- Excellent communication and strategic planning skills, while being self-motivated with a focus on execution.
Preferred Qualifications:
- Bachelor or MSc in network / Security related discipline.
- CCIE in either Enterprise Networking or Security.
- CISSP.
- 10yrs experience in Cyber Security and/or Networking.
- Expert experience of DNS, Proxy, Firewall, Endpoint, NDR and Networking/Security concepts.
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.
Customer Experience Customer Success Specialist in London employer: Cisco
Cisco is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. With a strong focus on employee growth, you will have access to continuous learning opportunities and the chance to work with cutting-edge technologies in the Cloud and AI space. Located in the UK, Cisco provides a supportive environment where your contributions directly impact customer success and drive meaningful business outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Customer Success Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cisco. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cisco before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Customer Success Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cisco:Your cover letter is your chance to shine! Tell us why you want to work at Cisco specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cisco!
How to prepare for a job interview at Cisco
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
