Customer Onboarding and Platform Support Analyst

Role Overview

This position acts as the key liaison between Cisco and its customers during the initial phase of the customer journey. The main goal is to ensure timely value realization from the Cisco IQ platform by minimizing challenges related to onboarding and boosting platform adoption.

Key Duties

• Facilitate customer onboarding processes including setup, telemetry activation, and platform enablement on Cisco IQ.
• Communicate with customers via phone, email, and webinars to guide usage, solve issues, and encourage continued platform engagement.
• Collect and document customer feedback, maintain detailed engagement logs, and collaborate with internal teams to enhance customer satisfaction.
• Generate reports to monitor onboarding progress, customer interactions, and key adoption metrics.

Essential Qualifications and Skills

• 1-2 years of experience in customer service, onboarding, account management, or related support roles.
• Sound knowledge of user lifecycle processes such as onboarding, access changes, and offboarding.
• Strong communication abilities for effectively conveying information to customers and team members.
• Proficiency in Microsoft Office, especially Excel, PowerPoint, and tools for reporting and dashboards.
• Good analytical thinking and problem-solving aptitude.
• Customer-focused approach with experience facing clients directly.
• Basic understanding of technology and networking concepts.
• Skillful coordination with diverse teams and efficient multitasking in dynamic environments.
• Technical understanding to grasp platform workflows and customer needs without requiring deep technical expertise.

Preferred Qualifications

• Knowledge of Cisco-related platforms such as Meraki, Webex, Intersight, SD-WAN, or similar technologies.
• Experience with data analysis, reporting, and tracking user metrics.
• Practical knowledge in user provisioning, identity and access management, or account administration tools.
• Familiarity with CRM systems and customer management software.

Behavioral Strengths

• Accountability with proactive follow-up and tracking.
• Ability to identify and escalate problems early.
• Strong collaboration skills and capacity to manage multiple priorities in fast-paced settings.

Additional Details

Primary language required is English, with Spanish or Portuguese as optional secondary languages. The role supports customers across Eastern and Pacific time zones in a US-based hybrid or remote working environment, preferably near Farmington, MI.