Leader, Customer Experience Customer Success Specialist
On-siteMinato, Wakayama, Japan
Job Summary
Lead a team of Customer Success Specialists delivering ATX, ACC, and Precision Engagements while actively mentoring and coaching members. Share knowledge and best practices throughout Cisco and the CSS Community to invest in team development and improve performance. Partner with Customer Success Executives, Success Programs Managers, and Sales account teams to align goals with Cisco's financial and strategic objectives. Build knowledge of technical escalation processes and establish key contacts in theatre teams to support CSSs in removing technical barriers to customer adoption. Maintain general knowledge of the Cisco portfolio or one architecture, including Enterprise Networking, Collaboration, Data Center, or Security.
Required Qualifications
- Has a general knowledge of the overall Cisco portfolio or one or architecture (Enterprise Networking, Collaboration, Data Center or Security)
- Builds knowledge of technical escalation process
- Establishes key contacts in the theatre teams
- Understands the Customer Success motion and portfolio
- Partners with other CS roles (Customer Success Executives, Success Programs Managers), Sales account teams and partners goals in support of CX and Cisco's overall financial and strategic objectives
- Supports CSSs to removes technical barriers to adoption for customers in the assigned theatre
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