Customer Success Manager

4 weeks ago

Sydney, Australia Cisco Systems Full time

**Who You Are**

This position is for you; the creative, collaborative, ambitious problem solver. You're innately curious, empathetic, and organized so you can wear multiple hats each week. You let your work speak for itself, as you tend to go the extra mile to achieve your goals. You're passionate about helping others, influence effectively, and you believe in sharing what you learn with those around you.

**What You’ll Do**

As an Umbrella Customer Success Manager, you will act as a trusted advisor and work with new and existing accounts to ensure they are successful and delighted by Umbrella’s products and services. Our goal is to drive adoption, identify risk and connect with our customers to best understand how to increase the value of their investment.

To succeed, it is crucial we work with our outstanding counterparts at Cisco. This role lets you interact with all parts of the business. Not only does it require customer interactions, but it. also puts you in direct contact with Product, Sales, Renewals, Marketing, Engineering, UX, and Support. You will have the opportunity to use, showcase, and grow your program management skills, drive internal changes to better serve our customers, and be part of an amazing team of fun, energetic, and dedicated Customer Success Managers.

**Responsibilities**
- Drive 1 to many programmatic efforts for product, inclusive of services adoption, utilization and growth, working collaboratively with Cisco internal teams (specialists, support, etc.), account teams and partners.
- Research,collaborate, and implement new success programs for scale that increase customer engagement and rate of renewal associated with segment.
- Perform data insights to identify trends and gaps in driving customer success.
- Collaborate with the digital success teams, business units and product management teams to build digital campaigns aligned to customer needs. Provide the content and resources needed to accelerate customer business. value.
- Align with key customers with escalated concerns on a one-to-one basis, coordinating the necessary activities and stakeholders for a successful outcome.
- Align and collaborate with business units and enablement teams to deliver packaged end-to-end customer success blueprints and supporting assets (adoption strategy, change management plans, success review) to partners and customers.
- Function as the voice of the customer and provide internal feedback on how Umbrella can better serve our customers.
- Convey relevant features/functionality to customers for their specific business needs.
- Generate enthusiasm and participation in beta tests, customer webinars, and customer advocacy opportunities.
- Help identify and work with account teams on cross-sell and up-sell opportunities.
- Support the improved utilization and realized value of low adopting customers.
- Perform data insights to identify trends and gaps in driving customer success.
- Manage key customer escalations to successful outcomes.
- Design strategies to improve customer health scores.
- Ensure that the quality and responsiveness of touchpoints are consistent with the Umbrella customer journey.
- Track accounts to identify churn risk and take action to eliminate that risk.
- Build value-based relationships with customers.
- Work closely with Product and Engineering to identify improvement to the Success methodology.
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business.
- Help identify and work with account teams on cross-sell and up sell opportunities.

**Skills**
- 2+ years of work experience in an equivalent capacity
- Excellent communications skills (both English and Japanese)
- A true passion for customers and customer success
- Self-Starter/ High Energy / Positive Attitude / Customer Focused / Detail Oriented
- Bachelor's Degree or equivalent experience
- Strong customer service, management, listening, and presentation skills
- Ability to balance multiple disparate tasks
- Strong experience utilizing Excel

**Who We Are**

Cisco Security - at Cisco we deliver intelligent cybersecurity for the real world, providing one of the industry's most comprehensive advanced threat protection portfolios that is integrated, pervasive, continuous, and open. Cisco's threat-centric approach to security reduces complexity while providing unmatched visibility, continuous control, and advanced threat protection.

**Why Cisco**

WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do

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