About Company
Cisco Systems, Inc. is a global technology leader that has been powering the internet since 1984. We design and sell a broad range of technologies that have been foundational to the internet and are integral to how we connect, communicate, and collaborate today. From networking hardware to software, telecommunications equipment, and other high-technology services and products, Cisco is at the heart of digital transformation worldwide. We pride ourselves on our inclusive culture, innovative spirit, and commitment to making a positive impact on the world, fostering an environment where every employee can thrive and contribute to groundbreaking solutions. Join us in shaping the future of connectivity and remote collaboration.
Job Description
Are you passionate about empowering customers to maximize their investment in collaboration technologies? Do you excel at understanding user needs, analyzing data, and driving impactful engagement strategies, all from a remote setting? Cisco Systems, Inc. is seeking a dynamic and detail-oriented Customer Success Analyst specializing in Remote Collaboration to join our growing team. In this pivotal role, you will be instrumental in ensuring our customers achieve optimal value and satisfaction with Cisco’s suite of collaboration products and services, particularly within remote and hybrid work environments. You will leverage data analytics, proactive engagement, and strategic insights to identify trends, mitigate risks, and uncover opportunities for growth and adoption. This is not just a support role; it’s an opportunity to be a strategic partner, deeply understanding customer workflows and demonstrating how Cisco’s solutions can transform their remote collaboration experience. You will work closely with Customer Success Managers, sales teams, and product development to advocate for customer needs and contribute to the continuous improvement of our offerings. If you thrive in a fast-paced, customer-centric, remote environment and possess a keen analytical mind combined with excellent communication skills, we encourage you to apply and help us redefine the future of work.
Key Responsibilities
- Monitor and analyze customer usage data and health scores for Cisco collaboration products, identifying patterns, risks, and opportunities for intervention.
- Develop and execute proactive outreach strategies to drive feature adoption, user engagement, and overall customer satisfaction in remote environments.
- Collaborate with Customer Success Managers to prepare for business reviews, providing data-driven insights and recommendations to enhance customer outcomes.
- Act as a customer advocate, gathering feedback on collaboration tools and translating it into actionable insights for product and engineering teams.
- Create and maintain customer success playbooks, best practices, and educational resources tailored for remote and hybrid work models.
- Identify upsell and cross-sell opportunities by understanding customer needs and demonstrating the value of additional Cisco collaboration solutions.
- Participate in cross-functional projects aimed at improving the customer journey and enhancing the effectiveness of remote customer success initiatives.
- Provide technical guidance and troubleshooting support for common collaboration challenges, escalating complex issues to appropriate teams.
Required Skills
- 3+ years of experience in Customer Success, Account Management, or a related client-facing role, preferably within a SaaS or technology company.
- Strong analytical skills with the ability to interpret data, identify trends, and draw actionable conclusions.
- Proficiency with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, Totango).
- Excellent written and verbal communication skills, with the ability to articulate complex technical concepts clearly to non-technical audiences.
- Proven ability to work independently and manage multiple priorities effectively in a remote work environment.
- Familiarity with remote collaboration tools and technologies (e.g., Webex, Microsoft Teams, Zoom, Slack).
- Demonstrated problem-solving capabilities and a proactive approach to identifying and addressing customer needs.
- Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent practical experience.
Preferred Qualifications
- Experience working with enterprise-level clients.
- Prior experience in a fully remote or hybrid work model.
- Certifications in Cisco collaboration technologies (e.g., CCNA Collaboration).
- Project management experience.
- Knowledge of IT service management (ITSM) best practices.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching.
- Flexible paid time off (PTO) and company holidays.
- Remote work setup stipend and ongoing technology support.
- Professional development opportunities and tuition reimbursement.
- Employee stock purchase program (ESPP).
- Wellness programs and employee assistance program.
- Inclusive company culture with diverse employee resource groups.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter directly through the Cisco careers portal. Please ensure your application highlights your experience in customer success, data analysis, and remote collaboration.