Customer Experience Specialist, Customer Success

🕒 October 22

🇨🇦 Canada – Remote

💵 $97.4k - $123k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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Cisco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🔧 Hardware

🔐 Security

🏢 Enterprise

Hardware • Security • Enterprise

Cisco is a multinational technology company that provides networking hardware, software, and services to enterprises, service providers, and governments. It builds routers, switches, optical transceivers, programmable silicon, and edge computing platforms, and offers security, collaboration (Webex), observability, and AI-enabled software and support services to help organizations design, operate, and secure large-scale networks and data centers. Cisco also delivers professional services, training, and cloud-managed solutions to support digital transformation and AI-ready infrastructure.

📋 Description

• Act as a point of contact for technical health issues and partner with escalation management for Public Sector customers • Oversee technical adoption plan execution and integration across multiple teams • Ensure adoption plans are integrated with broader account strategies and lifecycle motion • Provide mentorship, planning, and recommendations for customers’ overall technical health • Proactively handle critical customer issues with relevant teams • Recommend environment upgrades, add-ons, upgrade readiness activities, new feature awareness, and maintenance windows • Analyze customer issues, interactions, and product usage to recommend education and additional services • Engage internal teams to deliver recommended education and services • Assess cloud overages and leverage services for workload optimization • Participate virtually in customer QBRs to review service levels, usage metrics, and environment performance • Provide product support and advisory services throughout customers’ adoption journeys

🎯 Requirements

• 3+ years in technical support, professional services, systems administration/engineering, or related experience • 2+ years of experience building customer relationships and handling commercial accounts • Strong verbal and written communication skills • Ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders • Ability to work independently and as part of a team • Occasional travel may be required • Splunk Architect Certification achieved within year of start • Knowledge of software development process and technical environments • Familiarity with Splunk-related products • Other industry certifications from AWS, Google, and Azure • BA/BS technical degree preferred

🏖️ Benefits

• Medical, dental and vision insurance • 401(k) plan with a Cisco matching contribution • Paid parental leave • Short- and long-term disability coverage • Basic life insurance • Cisco restricted stock unit grants may be available, subject to eligibility and continued employment • 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees • 1 paid day off for employee’s birthday • Paid year-end holiday shutdown • 4 paid days off for personal wellness • 16 days of paid vacation time per full calendar year for non-exempt employees • Flexible vacation time off program with no defined limit for eligible exempt employees • 80 hours of sick time off provided on hire date and each January 1st thereafter • Up to 80 hours of unused sick time carried forward • Additional paid time away for critical or emergency family issues • Optional 10 paid volunteer days per full calendar year • Annual bonuses for non-sales roles, subject to Cisco policies • Performance-based incentive pay for employees on sales plans • Professional growth opportunities • Worldwide network of experts and collaborative team environment

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