Customer Experience Customer Success Specialist
Core
Drive software adoption and value realization for Duo & Secure Access customers by orchestrating Technical Adoption Plans (TAPs) and acting as a trusted advisor between customer needs and Cisco product teams.
Role type
Senior Customer Success Specialist (Technical Adoption)
Builds
Technical Adoption Plans (TAPs), customer profiles, and adoption strategies for Duo & Secure Access products.
Domain
Cybersecurity / Network Security (Duo & Secure Access)
Required skills
Technical adoption planning, AI-driven insights application, workshop facilitation, technical enablement, issue resolution, cross-functional collaboration, mentorship, executive communication, product feedback advocacy, portfolio management.
Preferred skills
Professional-level certification (e.g., CCNP), Portuguese language proficiency.
Technologies
Cisco Duo, Cisco Secure Access, AI-driven analytics tools, telemetry systems.
Responsibilities
Develop and drive Technical Adoption Plans (TAPs) aligned with customer goals; Facilitate alignment workshops to review progress and ensure successful onboarding; Apply AI-driven insights to supervise adoption and identify blockers; Build and deliver technical enablement sessions and customized training; Coordinate moderately complex technical demos; Mentor junior CSS team members; Collaborate with CSMs, Sales, and Partners for unified engagement; Resolve adoption blockers by coordinating with support and engineering.
Seniority
Senior, hands-on IC