Analyst Senior Support Technique (CDD)

We are seeking a Customer Onboarding and Platform Support Senior Analyst to play a key role in delivering a seamless onboarding experience for our customers. In this role, you will help accelerate customer time-to-value with Cisco IQ, drive platform adoption, and minimize onboarding challenges through proactive engagement, expert guidance, and effective issue resolution. Key Responsibilities • Drive the onboarding and adoption of Cisco IQ by supporting customers through platform setup, telemetry enablement, and activation activities. • Conduct proactive customer outreach through calls, emails, and webinars to engage customers, provide onboarding guidance, and promote platform adoption. • Schedule and facilitate onboarding sessions, customer meetings, business reviews, and product demonstrations to ensure successful customer engagement. • Present and articulate the value of Cisco IQ, highlighting platform capabilities, key benefits, and use cases to increase customer awareness and adoption. • Resolve customer inquiries and onboarding challenges by collaborating with cross-functional teams, including Technical Support, Customer Success, and Product teams. • Capture customer feedback, maintain accurate engagement records, and identify opportunities to enhance the customer experience and onboarding outcomes. • Monitor onboarding progress, customer health indicators, engagement metrics, and outreach activities, ensuring timely follow-up and successful completion of action plans. • Contribute to continuous process improvement initiatives aimed at optimizing onboarding effectiveness and customer satisfaction. Required Skills and Experience • Experience conducting outbound customer engagement activities, including phone calls, email campaigns, and customer outreach initiatives. • Strong ability to understand customer needs and align platform capabilities with business requirements. • Excellent analytical, problem-solving, and critical-thinking skills. • Proficiency with CRM systems and customer success or customer management platforms. • Basic understanding of networking concepts and enterprise technologies. • Familiarity with Cisco solutions such as Meraki, Webex, Intersight, and SD-WAN, or comparable enterprise technology platforms. • Experience with reporting, performance tracking, and data analysis. Key Requirements • Minimum of 4 years of experience in Customer Onboarding, Customer Success, Platform Support, Technical Support, or a related customer-facing role. • This is a 10-month fixed-term contract (CDD) position. Languages • English is the primary language required for this role. • Candidates must be fluent in English and one of the following languages: • French • German • Arabic • Excellent written and verbal communication skills are required in English and the selected secondary language.