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Software Customer Success Manager / Engineer

Company: Cisco
Location: San Jose
Posted on: March 19, 2023

Job Description:

Who We Are

We are Emerging Technologies and Incubations (ET&I) at Cisco. We are chartered to build the next new business for Cisco. We take Cisco into new markets, and especially towards new personas-both buyer and user.

Like building a startup from the ground up, we believe it's all about having an entrepreneurial approach. We take ideas from astonishing thought to a product that solves a critical need, then deliver an experience that delights users and customers.

ET&I is about innovation. We look from 12 months out to five years in the future, wearing multiple hats, failing and learning fast, challenging assumptions and finding new ways of solving problems. Driving form from ambiguity. It's about creativity. We are looking for entrepreneurs and problem solvers, whether as designers & marketers, product-led growth experts, business development, SDRs, or customer success experts. We're always looking for product managers, data scientists, and ML engineers, too.

Yes, we are building the next set of startups with the support of a trusted name like Cisco. Where else will you get to do this? We are Cisco ET&I. We run bold, we run agile, and we run ambitious. Come create with us.

Learn more about us at

What You'll Do

Our ventures, and therefore our Customer Success Management team, target a wide-ranging set of real-world problems that span the breadth of the software-centric disruptions happening across multiple industries, such as:

  • Modernization of applications and the cloud native mentality.
  • Application, API, systems, and network observability, security/hardening.
  • Data governance, privacy, and authenticity.
  • Challenges due to data-heavy edge compute applications.
  • Automation across the software supply chain.
  • AI as applied to infrastructure and applications.
  • Future of the Internet, including Quantum networking.
    And much more!

    As a member of the Customer Success Management team, you will:
    • Partner with customers to support them to onboard our modernization applications venture.
    • Help grow and nurture cloud native connectivity, security and observability ecosystems.
    • Architect and build tooling that accelerate our modernization application solutions.
    • Build learning and demonstration labs.
    • Present at conferences, write blogs, and assist in building communities and focus.
      You might be running customer proof of concepts, drive customer issues and tickets resolution, reviewing/improving learning and demonstration labs, hacking on cloud native connectivity, security and observability tooling.

      About You

      As everyone's journey is a little different, there are no explicit education or years of experience requirements.

      We believe that curiosity and dedication to the work will contribute to a thriving CSM team.

      Here are some of the skills we're hoping you'll bring to the team:
      • Growing and maintaining healthy, respectful relationships with reports, peers, management, and customers.
      • Demonstrated commitment to lifting others as you rise.
      • Comfort with customer-facing interactions, preferably with real-world production deployment experience.
      • Excellent analytical and problem-solving skills, backed by solid technical writing abilities and communication skills.
      • Deep knowledge of one or more programming languages
      • Have built cloud native applications or tooling, have driven open source contributions.
      • Experience with Infrastructure as Code tool like Terraform, Ansible...
      • Understanding of version control systems and CI/CD automation process.
      • Experience with opensource projects like Cloud Native Computing Foundation (CNCF),Open Source Security Foundation (OpenSSF) or OpenAPI Initiative.
      • Understanding of software design and release management.

        #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

        Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges and universities to teach in even the most challenging of times. We're helping businesses of all shapes and size to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

        We tackle whatever challenges come our way. We have each other's backs, we recognise our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

        We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

        So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco


        Message to applicants applying to work in the U.S.:

        When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

        U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

        Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Keywords: Cisco, San Jose , Software Customer Success Manager / Engineer, IT / Software / Systems , San Jose, California

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