Customer Account Specialist
Socio, part of Cisco Webex, is an end-to-end platform for virtual, in-person, and hybrid event management that powers immersive, inclusive, and interactive experiences for events of all types and sizes around the globe. As part of the Webex events portfolio in the Webex Suite, Socio brings a comprehensive hybrid event management solution to a broad market of SMB to enterprise customers.
Socio's Customer department is rooted in the intrinsic motivation to help others find solutions to their challenges. The Customer team owns the charge in Socio's mission to help event planners take their events to the next level. Our team seeks to drive an outstanding experience and sustained value for Socio customers through trust and consulting on Socio products and services. The outcome is increased value, happiness, and renewal of the customer.
Why You'll Love Cisco
We change the world, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.
What You'll Do
As a member of Socio's quickly growing team, you'll partner directly with our Customer Experience Manager to be responsible for and own the largest segment of our customer base. As the Customer Account Specialist, you'll cover all things related to this tech-touch tier, from their onboarding to event success to renewing with Socio. You'll directly work with customers as well as use our full communication and technology stacks to empower them and streamline their journeys with timely and contextual touch points based on lifecycle stage and product segmentation.
Responsibilities Include

• Building and optimizing processes to provision and onboard customers in a scalable way
• Empowering customers with our wealth of resources (Socio Academy, live trainings, Knowledge Base, Support team, etc.)
• Intervening when customers miss key milestones
• Consulting 1:1 with customers based on their goals
• Continually drive and improve net retention in a data-driven way, using analytics and customer satisfaction metrics
• Innovating 1:many initiatives for customers to expand their accounts
• Becoming an expert in Socio's products and industry

Who You'll Work With
This is an opportunity to work with a CX team within the incredible Customer department. You'll work closely with the Enablement, Customer Success, and Support teams.
Who You Are

• You can see both the forest and the trees, metaphorically speaking
• Keen attention to detail
• You're passionate about helping others, you love to geek out over new technology or concepts
• You're innately curious, empathetic, and organized

Our minimum requirements for this role:

• Experience in SaaS industry
• 2+ years of SaaS experience
• A high level of ownership
• Excellent verbal and written communication skills, including effective copy
• Ability to work independently as well as part of a team in a fast-paced environment
• Experience with communication and/or automation tools (such as Asana, Hubspot, Intercom, Zapier, Salesforce)

Desired Skills

• Experience in a customer- and/or sales-facing role

Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
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
Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.