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Customer Success Specialist
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Actalent
Remote
$80,000 Salary, Full-Time
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Job Description
Description Cisco IQ is a single, unified, AI-powered interface that revolutionizes the entire customer journey from planning and design to implementation, onboarding, ongoing optimization, and transformation. It brings the ultimate digital experience designed to accelerate the customers' time to value, boost resiliency, and deliver unparalleled simplicity. As a Customer Success Specialist, you will be on the front lines of enabling scale customers, partners, and internal stakeholders to realize the full value of Cisco IQ from initial onboarding through advanced platform adoption. Onboarding & Enablement Guide customers through end-to-end Cisco IQ onboarding, including account creation, CX Cloud migration (where relevant), data connector setup (Catalyst Center, Intersight, Meraki, SD-WAN, Webex Control Hub), and Cisco IQ Link deployment, ensuring customers can navigate the Launchpad, manage users, link service contracts, and configure resource/user groups. Deliver live walkthroughs, demos, and enablement sessions covering all Cisco IQ applications (Assets, Assessments, Support, and AI Assistant), helping customers understand and maximize their Support Tier capabilities (Basic, Standard, Signature). Act as a subject matter expert on Cisco lifecycle management, helping customers navigate LDoS (Last Day of Support) planning, PSIRT/Security vulnerability exposure management, and the nuances of contracts and service coverages Platform Adoption & Enablement Enable customers on the Assets Application (inventory, asset tagging, LDOS planning, criticality insights) and Assessments Application (Security Advisories, Security Hardening, Configuration assessments, and Field Notices), driving measurable adoption across all platform capabilities. Drive adoption of the Cisco IQ AI Assistant by helping users craft effective prompts, generate AI-powered reports, leverage contextual case troubleshooting, and teaching power users to customize dashboards, saved filters, and data exports to fit their operational workflows. Scale & Stakeholder Engagement Manage a high-velocity portfolio of customers, prioritizing outreach and enablement touchpoints to drive platform adoption while tracking onboarding progress, feature adoption rates, and customer health metrics Partner with internal stakeholders (Sales, Support, Product Management) to communicate customer feedback, remove adoption blockers, and develop enablement assets such as quick-start guides and best-practice playbooks Skills customer service oriented, technical documentation, it infrastructure Additional Skills & Qualifications Preferred Qualifications Experience with AI-powered IT operations, network management, or lifecycle management platforms (e.g., Cisco IQ, CX Cloud, or similar). Familiarity with Cisco networking platforms or comparable enterprise networking or security solutions Understanding network security concepts including vulnerability management, security hardening benchmarks, and configuration best practices Familiarity with Cisco's support ecosystem (TAC, Support Case Manager) Background working with AI-powered tools and the ability to coach customers on effective AI usage and result interpretation. Relevant certifications (CCNA, ITIL, CompTIA Network+, or equivalent) are a plus. Experience in a high-velocity, scaled customer success environment supporting 100+ accounts simultaneously. Job Type & Location This is a Contract position based out of Morrisville, NC. Pay and Benefits The pay range for this position is $75000.00 - $85000.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Morrisville,NC.