Customer Success Manager
Bogotá, Capital District, Colombia
Working with Cisco was a game changer in my career, enabling countless opportunities to deep dive and learn different topics which I can dissect in three areas of expertise:● Lifecycle Program Management: Cloud/SaaS solutions onboarding and support implementing Customer Success strategies for activation, increased adoption and time to value. This required skills with CRM, high touch accounts pipeline management, building internal and customer relationships and technical knowledge in hypervisors such as VMWare, Azure, HyperV and Oracle Virtual Box.● Planning and aligning numerous projects with business units towards implementing adoption strategies and measurable trends with different tools such as Tableau, PowerBI, CS Console (Custom Salesforce Cisco customer Success tool for adoption, lifecycle, upsell ops and churn mitigation/measurement). ● Customer Success Specialist: Expert resource on a wide range of Cisco offers potentially included in a Enterprise Agreement such as; CX Cloud, Cloud Networking, Meraki, Collaboration, Data Center, Hybrid Cloud and security (ISE, AMP, Next Gen Firewalls). Mainly positioning consulting and driving successful interactions for both internal sales teams and partners on the offer creation, pre-sales and customer facing kick-off meetings. 1. Campus Network: On-Prem and SD-WAN 9300 Catalyst switching, routing and wireless offers, DNA Center SaaS, CX Agent implementation (AI/ML driven telemetry solution hosted in the customer hypervisor), Security concerns resolution and value proposition for Assets/Lifecycle/Advisories/Crash Risk 2. Data Center Networking/Compute: Usage and implementation of Nexus switching with powerful orchestrators and data center management tools as Intersight, Hyperflex and Cloud Networking Portal. 3. Knowledge of CD/ID feeding related tools such as Jira, Mixpanel, Tableu and PowerBI and its impact on project management, informed data driven decisions and process definition.
