Job Description
Onboarding & Enablement
• Guide customers through end-to-end onboarding, including account creation,
Cloud migration (where relevant), data connector setup (Catalyst Center, Intersight, Meraki,
SD-WAN, Webex Control Hub), CI Link deployment, ensuring customers can
navigate the Launchpad, manage users, link service contracts, and configure resource/user
groups.
• Deliver live walkthroughs, demos, and enablement sessions covering all
applications (Assets, Assessments, Support, and AI Assistant), helping customers
understand and maximize their Support Tier capabilities (Basic, Standard, Signature).
• Act as a subject matter expert on Cisco lifecycle management, helping customers navigate
LDoS (Last Day of Support) planning, PSIRT/Security vulnerability exposure management,
and the nuances of contracts and service coverages
Platform Adoption & Enablement
• Enable customers on the Assets Application (inventory, asset tagging, LDOS planning,
criticality insights) and Assessments Application (Security Advisories, Security Hardening,
Configuration assessments, and Field Notices), driving measurable adoption across all
platform capabilities.
• Drive adoption of the Cisco IQ AI Assistant by helping users craft effective prompts,
generate AI-powered reports, leverage contextual case troubleshooting, and teaching power
users to customize dashboards, saved filters, and data exports to fit their operational
workflows.
Scale & Stakeholder Engagement
• Manage a high-velocity portfolio of customers, prioritizing outreach and enablement
touchpoints to drive platform adoption while tracking onboarding progress, feature
adoption rates, and customer health metrics.
• Partner with internal stakeholders (Sales, Support, Product Management) to communicate
customer feedback, remove adoption blockers, and develop enablement assets such as
quick-start guides and best-practice playbooks
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 3+ years of experience in customer success, technical account management, or a customer
facing technical enablement role, specifically within a services or delivery background
• Demonstrated ability to navigate and present SaaS platforms and technical documentation
to diverse audiences.
• Strong understanding of IT infrastructure concepts including network hardware/software
lifecycle management, asset inventory, security vulnerabilities, and support contracts.
• Proficiency with case management tools, CRM platforms, and customer health tracking
systems.
• Excellent verbal and written communication skills; able to translate complex technical
capabilities into clear business value.
• Ability to independently manage a large book of scale accounts with minimal supervision,
using data to prioritize outreach and activities.
Nice to Have Skills & Experience
• Experience with AI-powered IT operations, network management, or lifecycle management
platforms and enterprise AI platforms.
• Familiarity with networking platforms or comparable enterprise networking or
security solutions
• Understanding network security concepts including vulnerability management, security
hardening benchmarks, and configuration best practices.
• Familiarity with support ecosystem
• Background working with AI-powered tools and the ability to coach customers on effective
AI usage and result interpretation.
• Relevant certifications (CCNA, ITIL, CompTIA Network+, or equivalent) are a plus.
• Experience in a high-velocity, scaled customer success environment supporting 100+
accounts simultaneously.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.