CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

About the Role 

The Cisco CX Adoption Specialist plays a critical role in ensuring customers realize the full value of their Cisco technology investments. As a trusted advisor, you will guide enterprise clients through adoption strategies, drive product usage, and support digital transformation initiatives leveraging Cisco’s platforms and solutions. You will work closely with Customer Success Managers, Technical Architects, and Sales teams to develop and execute customer success plans that result in strong customer engagement, retention, and satisfaction. 

Key Responsibilities 

• Drive product adoption and customer engagement across Cisco technologies including Collaboration, Security, Networking, and Cloud solutions. 
• Develop and deliver tailored adoption strategies based on customer goals, business outcomes, and use cases. 
• Serve as the voice of the customer to ensure Cisco solutions are aligned with their operational and strategic needs. 
• Provide proactive insights, best practices, and training to enable customers to maximize value. 
• Collaborate with internal teams including Sales, Support, and Engineering to resolve blockers and ensure a seamless customer experience. 
• Track and report on usage data, key adoption metrics, and health scores using CX platforms such as Cisco SuccessHub or Lifecycle Advantage. 
• Deliver Adoption Workshops, Webinars, and Success Reviews to key stakeholders and decision-makers. 
• Identify expansion opportunities and work with the account team to position upsell and cross-sell initiatives. 

Required Experience & Skills 

• 3–5+ years of experience in a customer-facing role, such as Customer Success, Technical Account Management, or IT Consulting. 
• Deep knowledge of Cisco solutions (e.g., Webex Calling, Webex CC, Meraki, Cisco Security, Catalyst Center, Data Center, etc.). 
• Strong understanding of software adoption methodologies and customer lifecycle management. 
• Experience driving value realization and business outcomes through technology enablement. 
• Excellent communication, presentation, and relationship-building skills. 
• Ability to analyze data and translate insights into actionable recommendations. 
• Cisco certifications (e.g., CCNA, CCNP, Cisco Customer Success Manager) are highly desirable. 

Preferred Qualifications 

• Cisco Certified Specialist – Customer Success 
• Experience with digital customer success tools like Planhat, Cisco Commerce Workspace, PXP, or Lifecycle Advantage, Cisco Software Central 
• Background in SaaS, enterprise IT Environments 

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.