Customer Experience Customer Success Specialist; Remote

Cisco Technical Adoption Planning Specialist

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, with designated CSSs typically owning TAP creation and pooled CSSs contributing architecture-specific expertise.

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 1:many 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.

Minimum Qualifications:

Bachelors + 8 years of related experience, or Masters + 6 years of related experience, or PhD + 3 years of related experience, or equivalent relevant work experience. Expert level (e.g., CCIE) or equivalent relevant certification expected. Industry trend certifications.