Customer Success Manager

ET&I Customer Success Manager

**Who We Are**:
We are a part of Emerging Technologies and Incubation Group focused on identifying breakthrough emerging solutions that create new markets and businesses for Cisco. We incubate these new opportunities in partnership with our business groups, partners and other startups. The team also continues progress Cisco’s important work with Standards bodies and manage research partnerships with leading-edge Universities.

Our organization is anticipating high growth. We are seeking talent with the agility and creativity to explore opportunities and fill in needs as they arise across our teams. Applicants should be seeking a flexible role, in which they not only provide leadership in their primary function, but also contribute in meaningful ways to other projects. We are looking for individuals who are excited about pivoting quickly to different domains that may be outside of their normal scope of responsibilities.

**Who You'll Work With**:
The team is a highly visible group which reports directly to Cisco’s CEO. ET&I focuses on the next wave of innovation by anticipating, investing in, and incubating new technologies and business ventures. You will be part of the incubation team to develop new products and bring them to market in a startup-like environment.

What You'll Do:
You will join our team and help facilitate our customers successful acquisition and deployment of our cloud native solutions, focused on security, networking, observability, and the edge.

Whether helping on a Proof of Value, or working closely on a production deployment, you will drive customers to success. This is an opportunity to join the team at Cisco responsible for building powerful technologies that will help customers improve the value of their cloud native architectures enabling them to transform their businesses.
- Be the technical authority on our solutions and the trusted advisor of customers.
- Help with customer onboarding and training, thus driving adoption.
- Understand requirements, challenges, and what business outcomes and value they are expecting from their purchase. Design and deliver the customer-specific use cases to align with those goals via a practical consultative approach.
- Ensure customers are realizing the value and increasing their return on investment by accelerating sustained adoption. Being the leader for ongoing engagement and expansion with Cisco’s platform to achieve business and technology objectives across container security, cloud security, and full-stack observability.
- Proactively identify blockers for our customers and collaborate with peers to remove them.
- Act as an advocate on behalf of your customers to influence our roadmap.
- Integrate offerings with the customer’s DevOps processes and pipelines.
- Leverage self-paced training to support education and knowledge-growth throughout the customer journey
- Work on debugging and resolving technical issues specific within various cloud environments like Amazon Web Services, Google Cloud Platform, Microsoft Azure, Docker, and Kubernetes.
- Supervise and report on the overall well-being of customers, tracking key health and usage indicators. Build joint success plans with both our engineering team and your customers.
- Ongoing contribution to customer-facing Knowledge Management systems and FAQ repository
- Facilitate Quarterly Business Reviews with customers
- Stay up-to-date with emerging technologies

Who You Are:

- Extensive experience within a SaaS company in a customer facing role with as a Customer Success Engineer or Technical Account Engineer with a background as DevOps Engineer, SRE, Cloud Infrastructure Architect or Solutions Architect
- Self-motivated, forward looking, and innovative teammate who strives to inspire customer loyalty
- Track record of owning customer relationships, including implementation, renewal, and identification of expansion opportunities
- Excellent interpersonal/customer relations skills with particular regard to strategic relationships
- Clear and concise verbal and written communicator
- Proficiency in leading both executive meetings and technical workshops
- Self-starter who thrives under ambiguity in a fast-paced startup environment
- Confirmed ability to handle numerous projects at a time while paying strict attention to details
- Ability to deliver results across multiple initiatives which include increasing revenue growth, customer satisfaction, feature adoption, and retention
- Strong project management skills
- Curious and a genuine desire for learning new technologies and developing new ideas

Desired Skills:

- Kubernetes certification(s) a big plus.
- Experience with the Container ecosystem [Docker, CRIO], Kubernetes, Rancher, OpenShift, EKS, ECS, Fargate or similar.
- Experience lean/agile development methodologies (Scrum/Kanban) and DevOps. Experience with CI/CD tooling Cloudformation, Terraform, Ansible, Hashicorp, Helm, Jenkins, etc.
- Experience