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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 success of our customers with our security solutions. Your primary responsibility will be to work closely with new and existing accounts to onboard, deploy, and drive ongoing utilization of our products.

Key Responsibilities:
  • Drive the ultimate success of Cisco Security products for assigned customers, including onboarding experience, ongoing 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, 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.
  • 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 (non-customer-facing) 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.
  • 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.