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Senior Technical Adoption Specialist

2 months ago

London, Greater London, United Kingdom Cisco Meraki Full time

About Cisco Meraki

Cisco Meraki is a leading provider of intuitive technology solutions that enable organizations to deliver exceptional customer and employee experiences. Our platform empowers businesses to drive innovation, collaboration, and growth.

About the Role

We are seeking a highly skilled Technical Adoption Manager to join our team. As a key member of our adoption team, you will play a critical role in ensuring our largest customers achieve maximum value from our platform. Your primary responsibility will be to collaborate with various teams to support and guide customers through the adoption process, addressing their needs and ensuring they achieve their desired outcomes.

Key Responsibilities

  • Engage with our 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 necessary
  • Maintain strong communication with customers, ensuring they are advised and supported throughout their journey
  • Role involves 10-25% travel to customer locations for service delivery and relationship management

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, creating documentation 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