Hi, I’m
Jarrod McNeil
Cisco Customer Success Engineer
Raleigh,NC
"I never lose, I either win or I learn.
Nelson Mandela
Summary
Dynamic Customer Success Engineer at Cisco Systems with expertise in AI & cloud infrastructure and a proven track record in customer relationship management. Successfully facilitated $28 million growth in AI initiatives while enhancing client satisfaction through effective problem resolution and strategic negotiation. Adept at driving sales and optimizing customer onboarding experiences.
Overview
11
years of professional experience
3
Certification
Work History
Cisco SystemsRaleigh, NC
Customer Success Engineer(Dedicated)
12.2020 - Current
Job overview
- Utilized Catalyst AI for enhanced assistance and streamlined operations using AI technologies.
- AWS Cloud migration practical applications.
- Customer success management for over 50 multi-million dollar businesses.
- Cisco’s sales exceeded $5 million across various industries, including healthcare, finance, banking, and tech energy, throughout their product lifecycle.
Daily consultant kickoffs and development of success strategies for new technology onboarding. - Identifying internal competing projects and resources is crucial for effective project management.
- Effectively assessing the internal landscapes of healthcare, finance, banking, and tech industry customers.
- Daily business viability assessment of AI opportunities.
- Resolved customer complaints in a timely manner.
- Educated customers on product features and technical details to highlight benefits.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Evaluation of various factors, including key business metrics, potential risks, compliance requirements, and sustainability considerations for the enterprise.
- Optimized productivity and cost efficiency for clients
- Accelerator presentations for AI solutions, such as machine learning, Catalyst Center AI Assist
- Directed high-risk renewals to secure successful outcomes.
- Facilitated 1.5 billion weighted customer ARR and enhanced customer ROI in FY25.
- Success plan creation for a large Cisco customer base.
- The Account Team collaborates cross-functionally on a daily basis.
- Experienced in leading customer success discovery calls.
- Secured deals to renewals and addressed objections to influence decision-makers using champion value proposition
- Developed and implemented sales strategies using MEDDPICC to qualify large customers' newest AI/Meraki integrations.
- Licensing EA subscription acquisition negotiations for a $2 million account investment quarterly.
- Facilitated 93% resolution of adoption barriers for Catalyst Products developments
- Facilitated the Expert Insight Series Webinar, contributing to $28 million growth in new AI initiatives and enhanced customer portfolios.
- Performed market research to uncover selling opportunities and assessed customer needs daily.
- Cultivated strategic customer relationships to enhance sales and adoption
- Sales pipeline oversight utilizing metrics and decision-maker dialogue.
- Post-sale lifecycle integration management.
- Engaged and aided customers to enhance overall satisfaction.
- Created customized presentations for potential customers.
- Executed market research to uncover selling opportunities and assess customer needs.
Lumen
Network Engineer III
11.2017 - 12.2020
Job overview
- Rectified network faults and resolved malfunctions to restore connectivity to individual users and entire facilities.
- Versa Software patch upgrade assistance.
- Provided technical support to users experiencing difficulties with their networks.
- Enhanced network capabilities and connectivity using advanced network monitoring tools.
- Executed and recorded runbook network operations utilizing step-by-step decision trees.
- Facilitated network security for multiple departments through remote router and firewall configuration.
- Managed wireless networking setups, including access points.
- Core Network Engineering.
- Transport Troubleshooting for Redundant Connections.
- MPLS circuit and port checks.
- Managed three ticketing systems.
- Facilitated live executive training demonstrations for new SD-WAN customers.
- Optimized device template synchronization for organization.
- Executed network vulnerability scans and remediation initiatives to reduce risks and uphold compliance with security policies.
- Evaluated network performance and resolved any issues that emerged.
Jenai Communications IncRemote, IL
Gov't Trainer: Marines Instructor
03.2015 - 10.2017
Job overview
- Technical Consultants.
- Facilitate Cisco CCNA Training of ranked Marines
- Facilitated Routing, Switching, VLAN/WAN, and Wireless training classes.
- Military Network Engineering Training.
- Maintained up-to-date knowledge of industry trends and best practices.
- Adapted teaching methods according to the needs of individual learners or groups.
- Created multimedia presentations with PowerPoint and video conferencing tools.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
Charter CommunicationsRaleigh, NC
Systems Engineer & Trainer
Job overview
- Help train and support team at Centralized, Distributed, Hotel & Resort Property
- AP Synchronization and Troubleshooting.
- Basic understanding of 802.11a, 802.11b, and 802.11g channel ranges.
- Login to Controllers to identify the correct AP with the problem and resolve the issue.
- Using PuTTY and Tera Term to log in to switches.
- Learned and troubleshooter of VLAN traffic to resolve access point problems.
- Monitoring outages for WAN.
- Engage in Linux Shell Scripting Labs and Training.
- Advised on project costs, concepts or design changes.
- Verified stability, security and scalability of system architecture.
- Developed system models using automated tools to analyze performance under various operating conditions.
Education
Cisco Mindtickle Academy
AI Cloud & Infrastructure Sales Acceleration from AI Infrastructure Cisco Sales
01-2024
Louisburg College
AA
Skills
- AI & Cloud Infrastructure
- AWS Cloud migration
- Customer success management
- AI sales advantage training
- Account cross-functional management
- Customer relationship management software (CRM)
- Negotiation
- Verbal and written communication
- Sales promotion using circuit
- Copywriting email training
- Metric tracking
- persuasion
- Client relations and retention experience
- Problem resolution
- Performance metrics tracking
- Customer onboarding
- Team collaboration
Certification
- Customer Success Management - Needs renewal
- Sales | Cloud + AI Infrastructure Training - Always Valid
- MEDDPICC Sales Management (Go-to-Market)
- Pipeline Management
- Automation Python SDKs
- SD-Access (Secure Development)
- Generative AI, Cisco - 3 years
- Cisco AI - Ready Infrastructure, Cisco Systems - Always Valid
- FY25 GSX Ready Training - Always valid
- Effective Pipeline Forecasting
- AI Advantage for sales training
References
References available upon request.
Accomplishments
- Drove Growth in sales that elevated the Cisco's increase in upsells and up-rank in the space of enterprise AI initiatives as well as overall campus managements.
Timeline
Customer Success Engineer(Dedicated)
Cisco Systems
12.2020 - Current
Network Engineer III
Lumen
11.2017 - 12.2020
Gov't Trainer: Marines Instructor
Jenai Communications Inc
03.2015 - 10.2017
Systems Engineer & Trainer
Charter Communications
Cisco Mindtickle Academy
AI Cloud & Infrastructure Sales Acceleration from AI Infrastructure Cisco Sales
Louisburg College
AA