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Senior Technical Adoption Specialist

2 months ago

Sydney, New South Wales, Australia Cisco Meraki Full time
About Cisco Meraki

Cisco Meraki is a leader in cloud-managed IT, connecting passionate people to their mission by simplifying the digital workplace. Our impact is driven by the innovative, purposeful, and vibrant people who make up our inclusive community. When technology is intuitive, our customers can focus on what matters.

Our employees fuel the magic of the Meraki community. They have fostered an environment that empowers Merakians to challenge limits, embrace risks, and assist our customers in pursuing their missions. Our guiding principles are rooted in our four core values: 'care deeply,' 'everybody in,' 'simplify everything,' and 'be brave.' These pillars have propelled us to the forefront of cloud-managed IT leadership and have played a pivotal role in crafting a more inclusive future for all.

About the Role

As a Senior Technical Adoption Specialist, you will play a meaningful role in ensuring our largest customers understand, adopt, and derive maximum value from the Cisco Spaces platform. Your role involves close collaboration with various teams to support and guide customers through the adoption process, addressing their needs and ensuring they achieve their desired outcomes. You will be responsible for the adoption and success of use cases across a range of personas, environments, and verticals. You will work across different Cisco technologies and with different ecosystem partners to deliver use cases that include employee duress, conference room utilization, and wayfinding.

Responsibilities
  • Engage with Cisco Spaces' largest customers to enable the adoption of their most business-critical outcomes
  • Coordinate and prioritize customer use cases for implementation, ensuring alignment with their goals and growing the value of their Cisco infrastructure
  • Serve as the primary point of contact for customer communication to the BU and for critical issues during the engagement
  • Provide hands-on support and training to customers, guiding them through the use case adoption without executing tasks for them.
  • Collaborate with sales, engineering, and product teams to address customer needs and feedback.
  • Develop documentation and training materials to assist customers in using the platform optimally.
  • Resolve technical issues with the customer, with the ability to escalate to relevant teams when vital.
  • Maintain strong communication with customers, ensuring they are advised and supported throughout their journey.
Requirements
  • Strong technical knowledge of Cisco networking and collaboration tools.
  • Existing knowledge of the Cisco Spaces platform and typical customer use cases
  • Excellent understanding of how customers use digital platforms for various applications.
  • Outstanding communication and organizational skills.
  • Ability to translate customer requirements into actionable tasks for engineering teams, support teams, designers, and product managers.
  • Experience in training, capturing and other collateral, and customer support or management.
  • An in-person, practical approach to problem-solving with a strong sense of ownership
  • Preferred: CCIE certification or higher-level education in Computer Science, Networking, Systems Engineering, or a related field