Customer Success Business Analyst

Accepting Applications through 1/6/2025, all resumes will be reviewed the week of 1/6/2025. Who We Are

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end-user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

About the Role

The Customer Success Business Analyst will be pivotal in improving the efficiency and effectiveness of our Customer Success operations. Reporting to the Senior Manager of Customer Success Strategy, Planning & Operations, this role will focus on platform administration, digital communications, and scale Customer Success program management to support the growth and insights of the Customer Success team.

What You’ll Do

• Administer and support Customer Success Platforms, with a preference for Catalyst or Gainsight, ensuring optimal configuration and functionality.
• Manage Conversation Intelligence tools, preferably Gong, to enhance customer interactions and insights.
• Oversee Engagement Platforms, ideally Groove or Gong, to facilitate seamless customer engagement and communication.
• Develop and manage scaled Customer Success programs to drive customer satisfaction and retention.
• Lead digital communication initiatives and mass-outreach strategies to enhance customer interactions.
• Execute project management tasks, managing cross-functional projects, timelines, and stakeholder expectations.

Qualifications

• Experience in a fast-paced SaaS environment, particularly within high-growth Customer Success teams.
• Proficiency in administering Customer Success and Engagement platforms (e.g., Catalyst, Gainsight, Groove, Gong).
• Strong project management skills with a proven track record of managing cross-functional projects.
• Excellent digital communication and mass-outreach capabilities.
• Ability to work autonomously, adapting to complex and ambiguous environments while maintaining focus on stated goals.
• Strong stakeholder management skills with experience collaborating across various teams, including Marketing, Sales, and Customer Support.

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

US – COMPENSATION RANGE – MESSAGE TO APPLICANTS

$115,000 - $140,000 USD

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.