Customer Success Specialist

Job Title:

Customer Support Specialist Job Description This role focuses on helping customers, partners, and internal stakeholders realize the full value of an AI-powered, unified customer experience platform that supports the entire lifecycle from planning and design through implementation, onboarding, optimization, and transformation. As a Customer Success Specialist, you will guide customers through onboarding, drive adoption of multiple platform applications and AI capabilities, and manage a high-velocity portfolio of accounts to accelerate time to value, improve resiliency, and deliver a simple, seamless digital experience. Responsibilities Guide customers through end-to-end platform onboarding, including account creation, CX Cloud migration where applicable, data connector setup for tools such as Catalyst Center, Intersight, Meraki, SD-WAN, and Webex Control Hub, and deployment of the platform link component. Ensure customers can effectively use the Launchpad, manage users, link service contracts, and configure resource and user groups to align with their organizational structure. Deliver live walkthroughs, product demonstrations, and enablement sessions covering all platform applications, including Assets, Assessments, Support, and the AI Assistant, tailored to different customer segments and use cases. Help customers understand and maximize their Support Tier capabilities, including Basic, Standard, and Signature tiers, and ensure they are leveraging the appropriate features and services. Act as a subject matter expert in lifecycle management by guiding customers through Last Day of Support (LDoS) planning, PSIRT and security vulnerability exposure management, and the nuances of contracts and service coverage. Enable customers on the Assets Application by supporting inventory management, asset tagging, LDoS planning, and criticality insights to help them manage their infrastructure lifecycle. Drive adoption of the Assessments Application by helping customers use Security Advisories, security hardening assessments, configuration assessments, and Field Notices to improve their security posture and operational resilience. Promote adoption of the AI Assistant by teaching users how to craft effective prompts, generate AI-powered reports, leverage contextual case troubleshooting, and integrate AI insights into their workflows. Coach power users to customize dashboards, create and manage saved filters, and configure data exports to align with their operational reporting and governance needs. Manage a high-velocity portfolio of customers, prioritizing outreach and enablement touchpoints based on data to drive platform adoption and customer success outcomes. Track onboarding progress, feature adoption rates, and customer health metrics, and use these insights to proactively address risks and identify opportunities for deeper engagement. Collaborate closely with internal stakeholders, including Sales, Support, and Product Management, to share customer feedback, remove adoption blockers, and influence product and process improvements. Contribute to the creation and refinement of enablement assets, such as quick-start guides, best-practice playbooks, and training materials, to support scalable customer education. Maintain a customer service-oriented mindset, ensuring that customer interactions are responsive, professional, and focused on delivering clear business value from the platform. Essential Skills Minimum 3+ years of experience in customer success, technical account management, or a customer-facing technical enablement role, ideally within a services or delivery environment. Demonstrated ability to navigate, present, and explain SaaS platforms to diverse audiences, including both technical and non-technical stakeholders. Experience working with technical documentation and the ability to translate complex technical concepts into clear, actionable guidance. Strong understanding of IT infrastructure concepts, including network hardware and software lifecycle management, asset inventory, security vulnerabilities, and support contracts. Proficiency with case management tools, CRM platforms, and customer health tracking systems to manage and monitor a large portfolio of accounts. Excellent verbal and written communication skills, with the ability to articulate complex technical capabilities in terms of tangible business value. Proven ability to independently manage a large book of scale accounts with minimal supervision, using data-driven approaches to prioritize outreach and activities. Customer service-oriented mindset with strong problem-solving skills and a focus on delivering positive customer outcomes. Additional Skills & Qualifications Experience with AI-powered IT operations, network management, or lifecycle management platforms such as Cisco IQ, CX Cloud, or similar solutions. Familiarity with enterprise networking platforms or comparable networking and security solutions. Understanding of network security concepts, including vulnerability management, security hardening benchmarks, and configuration best practices. Familiarity with a technical support ecosystem, including technical assistance centers and support case management tools. Background working with AI-powered tools and the ability to coach customers on effective AI usage, prompt design, and interpretation of AI-generated results. Relevant industry certifications such as CCNA, ITIL, CompTIA Network+, or equivalent are a plus. Experience working in a high-velocity, scaled customer success environment supporting 100+ accounts simultaneously. Ability to collaborate effectively with cross-functional teams, including Sales, Support, and Product Management, to drive customer success and product adoption. Work Environment The role operates in a technology-driven, customer-focused environment centered on an AI-powered, unified SaaS platform for lifecycle and customer experience management. You will work extensively with cloud-based applications, data connectors to networking and infrastructure tools, CRM and case management systems, and AI-powered assistants. The position involves regular virtual meetings, live product demonstrations, and enablement sessions with customers and internal stakeholders, often managing a high volume of accounts and interactions simultaneously. The environment emphasizes scalability, data-driven decision-making, and continuous improvement, with a strong focus on collaboration, knowledge sharing, and creating reusable enablement assets to support a broad customer base. 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.

Application Deadline This position is anticipated to close on Jun 30, 2026. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance:

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.