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Customer Success Specialist

2 months ago

Sydney, New South Wales, Australia Cisco Full time
Job Description

As a Customer Success Specialist for Security at Cisco, you will play a critical role in ensuring the successful deployment and adoption of our security solutions. Your primary responsibility will be to work closely with new and existing customers to understand their needs and provide tailored support to ensure they achieve their desired outcomes.

Key Responsibilities:
  • Drive the ultimate success of Cisco Security products for assigned customers, including onboarding, feature adoption, and renewal.
  • Engage with sales, customers, partners, and pre-sales engineers to verify customer requirements and expectations for deploying Cisco Security products.
  • Document conversations, communications, and site matrices to build delivery plans, ensuring timely and efficient project execution.
  • Maintain a modern issues list for each customer, handling resolution paths and collaborating with internal teams for quick turnaround on customer issues.
  • Optimize the delivery and deployment of Cisco Secure Access, Umbrella, Secure Connect, and Duo to customers.
  • Ensure CRM delivery systems are up-to-date, facilitating timely infrastructure provisioning.
  • Provide weekly project updates to managers, ensuring business groups are informed of any slippage or project shifts.
  • Implement a constant improvement process, invoking the Corrective Action Review Process when necessary.
  • Deliver training to customers on using the Admin Portal and provide vital documentation.
  • Act as an ambassador for Cisco Security during implementation, building goodwill, trust, and confidence for future customer support and live support.
  • Orchestrate projects to improve team processes, performance, and overall health.
  • Assist junior team members with technical direction, customer sentiment, and internal teamwork, and collaborate with managers on individually assigned projects that enhance business functions within the implementation sphere.
Requirements:
  • Background in the SaaS space.
  • CCNA or higher.
  • Validated understanding of basic office network environments, including network security measures and common network protocols.
  • BA/BS degree or meaningful work experience.
  • 5+ years in customer-facing Support, Professional Services, Implementation, or Client Service role.
Preferred Experience:

Microsoft Active Directory, Microsoft Windows, Mac OS, Debian-based Linux Distributions, VMWare ESX/ESXi.