Customer Success Specialist

2 weeks ago

Sydney, New South Wales, Australia Cisco Systems, Inc. Full time
Job Summary

We are seeking a highly skilled Customer Success Specialist to join our team at Cisco Systems, Inc. As a key member of our customer-facing team, you will be responsible for ensuring the successful deployment and adoption of our security solutions.

Key Responsibilities
  • Drive the ultimate success of our 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 our security solutions.
  • Document conversations, communications, and site matrices to build delivery plans, crafting timelines, and ensuring cross-functional project team members are updated at all stages of delivery.
  • Maintain a modern issues list on each customer for resolution paths and handle said list within the internal organization to enable quick and efficient turnaround on customer issues.
  • Optimally deliver and deploy Cisco Secure Access, Umbrella, Secure Connect, and Duo to customers.
  • Keep internal CRM delivery system up to date, ensuring timely infrastructure provisioning.
  • Provide weekly updates to managers on project status to upstream to other departmental managers and ensure business groups are aware of any slippage or project shift.
  • Ensure constant improvement process invoking the Corrective Action Review Process when appropriate.
  • Undertake training with customers on how to use the Admin Portal and provide vital documentation.
  • Act as an ambassador for Cisco Security during the implementation phase, building goodwill, trust, and confidence to carry over into Customer Support and live support.
  • Orchestrate projects/activities to improve team processes, performance, and overall health.
  • Assist junior members of the team around technical/functional direction, customer sentiment, and internal teamwork, and work with managers on individually assigned projects that improve and further develop 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.
  • 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.
About Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us thoughtful cities, connected cars, and handheld hospitals. And we do it in style with outstanding personalities who aren't afraid to change the way the world works, lives, plays, and learns. Don't Follow the Herd: Be you, with us #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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