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About the Role
As a Global Scale Specialist at Cisco, you will play a critical role in driving customer success and adoption of our Internet and cloud intelligence platform, ThousandEyes. You will lead a portfolio of high-volume customers, leveraging technology, team-building, and data-driven programs to efficiently drive adoption through one-on-one and one-on-many customer engagements. This role is responsible for a majority of the customer lifecycle, including implementation, customer enablement, escalation management, and account planning.
Key Responsibilities
Ensure the success of the customer journey as measured by adoption and health scores
Communicate objectives and ensure timely delivery of solutions
Provide regular reporting on customer health and utilization
Develop customer engagement programs at scale (webinars, digital onboarding, etc.)
Provide consistent customer engagement via manual and automated touchpoints
Develop long-term relationships with customers and become a trusted adviser for partners and operational teams via the ThousandEyes platform
Forecast and track key account metrics
Help drive customer renewal and assist with high-severity requests or issue escalations as needed
Requirements
At least 3 years of professional experience working as a Customer Scale Specialist or CSM
Outstanding 'customer first' attitude
Excellent communication and problem-solving skills
Strong proficiency in written and verbal English
Proven background in lead generation and prospecting
Ability to work with various business units
Proficiency with CRM tools (Salesforce, Gainsight, etc.)
Data-driven and strong analytical background
Highly organized with outstanding follow-up skills
Technically adept, understanding of software and how businesses use software
Passion for cloud technologies
Experience in creating and delivering presentations
Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
About Cisco
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.
