Customer Experience Customer Success Specialist
Cisco · Berlin, Germany ·
- Category
- Customer success
- Experience
- 8+ years
Cisco · Berlin, Germany ·
Location: Germany, Poland or Portugal
Travel: 10–25%
Meet the Team
We are Cisco’s Customer Experience (CX) team, and we are at the forefront of driving digital transformation! We focus on crafting personalized, and predictive experiences that ensure our customers realize the absolute maximum value from their technology investments. We are a high-energy, diverse team that prioritizes fearless innovation, simplicity, and customer-centricity to set bold new industry standards! Together, we collaborate closely across Sales, Engineering, and Partner ecosystems to accelerate software adoption, de-risk complex deployments, and redefine the future of service delivery in the AI era.
Your Impact
As our Customer Success Specialist (CSS), you will partner with us to ensure seamless software adoption, rapid value realization, and sustainable business growth! By harnessing AI driven insights and a deep technical understanding of customer environments, you will tailor impactful adoption strategies that unlock the full power of Cisco architectures. You will proactively orchestrate Technical Adoption Plans (TAPs) that align with customer goals to improve technology investments and drive full utilization.
In this high-visibility role, you will act as a trusted technical advisor, leading interactive alignment workshops and delivering scaled 1:many Insight Series that inspire customer confidence and accelerate outcomes! You will be our Technology Evangelist—bridging the gap between our customers and Cisco Product teams by transforming real-world field telemetry into groundbreaking usability and serviceability enhancements
What You'll Do
Drive Strategic Adoption Journeys: Lead complex, high-impact adoption strategies across enterprise customer segments, using AI analytics to guide planning and accelerate lifecycle delivery.
Orchestrate Technical Adoption Planning (TAP): Coordinate TAP execution across cross-functional teams, integrating technical achievements with broader account strategies, renewal motions, and business expansion goals.
Deliver High-Impact Enablement & Reviews: Facilitate executive briefings, architecture-specific workshops, and scaled 1:many Insight Series that empower customer teams and measure tangible business outcomes.
De-Risk Deployments with Advanced Telemetry & Labs: Integrate advanced telemetry and AI models, crafting multi-domain validation labs to detail 'known-good' patterns and dynamically resolve complex blockers.
Evangelize & Partner Across Cisco: Translate field signals into product improvements in direct collaboration with Product Engineering, while partnering with Sales, CXMs, and CSMs to elevate customer success.
Lead & Mentor: Collaborate across regional and global teams, mentoring technical talent and crafting the future of our CSS community.
Minimum Qualifications:
Bachelor's degree or equivalent experience in Computer Science, Computer Engineering, Electrical Engineering or related field. Or industry equivalent such as CCNP in either Data Center, Service Provider or Routing & Switching. Equivalent experience will also be considered.
Minimum 8 years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry standard methodologies related to Data Center domain.
Practical experience in configuring, supporting and troubleshooting data center networks, working with Data Center Network design and deployment
Deep hands-on expertise in modern data center infrastructure, including core networking protocols (such as BGP, QoS, and switching) combined with practical experience in a variety of data center technologies, such as compute and storage resources (e.g., SAN, GPUs, FPGAs), virtualization and container platforms (e.g., Red Hat, Kubernetes, OpenShift, OpenStack), or data center overlay technologies (e.g., VXLAN EVPN, GENEVE).
Preferred Qualifications:
Experience with automation practices such as Infrastructure as code, CI/CD pipelines
Experience across data center operational domains, such as management and visibility tools or open-source monitoring (e.g., ELK, TIG stack), storage protocols and technologies (e.g., SAN, FC, FCoE), and data center security and segmentation practices.
Understanding and experience with public cloud providers and integration with on-premises infrastructure.
Expert level certifications such as CCIE in Data Center/Routing and switching or CCDE and industry equivalents
Understanding of building high-performance, lossless Ethernet fabrics for AI workloads, including proficiency in RoCEv2 and/or InfiniBand, complemented by a practical grasp of automation practices such as Zero-Touch Provisioning via API integration.
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.