Senior Customer Onboarding & Platform Support Analyst

About the role

We are looking for a Senior Customer Onboarding and Platform Support Analyst to ensure a smooth onboarding experience for customers using Cisco IQ. The role focuses on accelerating time‑to‑value, driving platform adoption, and proactively resolving onboarding challenges.

Key responsibilities

• Guide customers through Cisco IQ setup, telemetry enablement and activation.
• Conduct proactive outreach via calls, emails and webinars to promote adoption.
• Organise and lead onboarding sessions, business reviews and product demos.
• Present the value proposition of Cisco IQ, highlighting use cases and benefits.
• Collaborate with Technical Support, Customer Success and Product teams to resolve issues.
• Record customer feedback, track engagement metrics and monitor health indicators.
• Identify improvement opportunities and contribute to process‑optimization initiatives.

Required profile

• Minimum 4 years of experience in customer onboarding, success, platform or technical support.
• Proven ability to conduct outbound customer engagement (calls, emails, webinars).
• Strong analytical and problem‑solving capabilities.
• Excellent written and verbal communication in English and fluency in French, German or Arabic.

Required skills

• Experience with CRM and customer‑success platforms.
• Basic understanding of networking concepts and enterprise technologies.
• Familiarity with Cisco solutions such as Meraki, Webex, Intersight and SD‑WAN.
• Ability to perform reporting, performance tracking and data analysis.