Overview
The Customer Experience Service Provider Solution Domain Lead is a highly critical technical specialist, innovator, and strategic advisor that engages the following partners to accomplish the following:
Service Provider Product Managers: to provide technical insights and support based on business reviews
Solution Architect (LX): provide technical guidance and support in developing the. Use Cases associated with the solution domain that they own.
Customer Success Specialist (CSS) community: to technical build the Service Provider CSS community
Customers: to accelerate their adoption of Cisco Service Provider products/Solutions that transform their business and drives business outcomes This is a highly strategic, customer-focused, and technical role intended to help our customers with a myriad of their adoption challenges across the following product domains:
Mass Scale Infrastructure Group (NSO, IOS XR, ASR 9000, Cisco 8000, NCS 540, NCS 5500, NCS 560),
Automation technologies
What You’ll Do
Coordinate with various stakeholders, to include Subject Matter Experts, Solution Architects, Project Managers, Technical Experts, and Community leaders. Develop and review project plans and status reports. Ensure weekly landmarks are being met and issues and challenges are resolved in a timely manner. Have an understanding of equipment purchasing, lab automation tools, architecture topologies and diagrams. Ability to creatively manage priorities and needs within budget requirements. Have a high level understanding of technical requirements for architectures to include Service Provider, Network, Security, Compute, Virtual, WAN, and 3rd party tools (AWS, ServiceNow, Azure, AppDynamics, Splunk).
This role focuses on driving architecture strategy, innovation, global execution, and global consistency across the Cisco’s Customer Experience lifecycle success assets. Through technical and business expertise you will daily influence the products, offerings, programs, processes, tools, and results that craft the overall experience of CSS engagements with customers and will serve as a technical team leader and technical Advisor for the wider customer success community. This includes:
Accelerate customer adoption in Cisco’s most critical business areas by leading a solution domain and working with the CSS, Product Management, Product Engineering and customer community to identify, define, and share feedback that would aid in prioritizing the use cases
Drive innovation and development of all our lifecycle success assets including Accelerators, ATXs, and Success-Tips in partnership with other CX Product Management Practice teams, New Product teams, Product Engineering teams and the CSS community. Role also includes harvesting innovation and standard methodologies.
Partner with the Digital Transformation & CX Engineering teams to provide feedback that influences a technical working model and platform for lifecycle success assets.
Participate in Early Adopter Program process and delivery for all new lifecycle success assets (e.g., Ask The Expert, Accelerators) and be responsible for delivery and improvements to first round of pilot customers.
Develop, mentor, and train wider CSS community on new lifecycle success assets.
Participate in and maintain a detailed feedback loop with the CSS community to improve existing lifecycle success assets and assemble standard methodologies for all new development.
Assist in mentoring some of our top CSSs on a rotational basis as they assist with lifecycle success asset creation and maintenance while contributing to their growth and development.
Who You Are
Customer Obsessed: Proactively understands customer needs and aligns architectural and vertical expertise to multi-functional teams to drive alignment on decisions that improve customer value.
Technical Guru: Deep technical knowledge with ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be effectively applied in a customer’s environment to accelerate customer value. A drive for continued learning in new technologies, functionality, and industry standard methodologies
Cross-Team Collaborator & Influencer: Work across internal and external teams of all levels to proactively encourage technical implementation decisions and work towards common goal. Ability to operate and work well with customers in a remote / virtual and face-to-face environment (varies by role).
Business Acumen: Clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace
Results Oriented: Interest in and validated execution ability with relevant technologies and customer outcomes.
First Responder: Skilled at issue management and handling customer expectations.
Effective Communicator: Delivers sophisticated information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.
Required Experience
8+ years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry standard methodologies related to domain
Thorough understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges
Suggested Cisco technical Certifications: CCNA / CCNP / CCDP/ CCIE or equivalent strongly preferred
Suggested Cisco Success Mgmt certifications: Cisco Certified Success Specialist
Suggested Industry Certifications: CISM / CISSP or equivalent strongly preferred.
BS Engineering, Computer Science, Masters preferred
If you are looking for hands-on involvement in crafting the future direction of Cisco and Customer Experience, we have a place for you.
We Are Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a Service Provider company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.
Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco’s employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.