Customer Success Specialist

Job Description

Who We Are

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As organizations rely more on cloud services and the Internet, the network has become a black box they can't understand. Our Internet and cloud intelligence platform delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts employee productivity.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group and is a foundational component of Cisco’s growing Observability business.

About The Role

As a Customer Success Specialist (CSS) you will showcase your “Customer First” attitude, your passion for service and enjoyment of learning new technologies. As part of this exciting role, the CSS is accountable for maintaining strong, long-lasting, customer relationships through the advocacy and realization of customer goals as well as increasing the adoption and utilization of ThousandEyes products. You will become a specialist on the ThousandEyes platform and make suggestions for customer adoption and growth while working closely with Sales and Customer Success teams.

Role Location: Mexico City, Mexico; Remote Mexico

What You’ll Do

Work closely with the Customer Success Managers and Technical Adoption Managers to ensure the success of the customer journey as measured by adoption and health scores

Be responsible for communicating objectives and ensuring timely delivery of solutions

Assist with ticket escalations, providing regular reporting on customer health and utilization

Developing long-term relationships with your assigned ThousandEyes customers

Coordinate, develop, and lead customer projects

Launch and on-board new customers, and set them up for success with the platform

Become a trusted adviser for the partners and operational teams via the ThousandEyes platform

Forecast and track key account metrics

Help drive customer renewal

Assist with high severity requests or issue escalations as needed

Qualifications

A standout 'customer first' attitude

Outstanding communication and problem-solving skills

Excellent listening, negotiation and presentation skills

Proven background in lead generation and prospecting

At least 1-2 years of professional experience with data collection or analytical experience in software or technology

Ability to work with various business units

Highly organized with outstanding follow-up skills

Technically adept, understanding of software and how businesses use software

SaaS experience a plus, but not required

Passion for cloud technologies

4 Year Degree preferred or equivalent experience in SaaS and Cloud technologies

Excellent verbal and written communication skills

Proficiency in English (written and verbal)

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.
We encourage you to apply even if you do not believe you meet every single qualification . Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

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.