Customer Success Specialist / User Protection Suite

The application window is extended and will be close on 3/30/25 . The job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Join our passionate team of Scale Enthusiasts. We are a small, highly effective team that works with a large audience, proactively engaging with customers to increase adoption and identify risks of churn. Our success hinges on targeting the right customers, creating efficient communication, and executing strategic initiatives. We thrive in an agile environment, constantly adjusting our focus to align with the evolving security marketplace.

As a Customer Success Specialist, you will:

• Possess in-depth security product knowledge, specializing in Cisco Secure Access, Cisco Umbrella, Cisco Duo, and the User Protection Suite.
• Lead customer onboarding of multiple security products, leveraging additional resources as needed.
• Identify, recommend, and oversee improvements for gaps in customer adoption.
• Deeply understand customer business goals and act as a customer and people champion.
• Build strong customer-executive relationships to understand immediate needs and current programs.
• Help accelerate the customer lifecycle to achieve desired outcomes.
• Provide customer insights based on best practices for architecture, implementation, and migrations.
• Develop, manage, and report on At Scale adoption programs for improved product use.
• Collaborate seamlessly across internal and external teams for effective technical implementation.
• Identify upsell opportunities and work with the Cisco account team.
• Work closely with Product Management and Engineering stakeholders.

• 2+ years of experience in technical consulting or direct customer interfacing roles.
• Experience with Cisco products such as Cisco Umbrella, Cisco Secure Connect, Duo, and Cisco Secure Access.
• At least 2 years of experience in delivering consultative sessions and Quarterly Business Reviews.
• 2+ years of experience managing a book of business of over 40 customers.
• Ability to provide best practice recommendations for Cisco Umbrella and Duo dashboards.
• Experience leading and executing customer escalations autonomously.

• Cisco technical certifications: Nice to have CCNA / CCNP / CCDP / CCIE or any technical certification.
• Ability to master new technologies and processes quickly.
• Detailed understanding of technical fundamentals of aligned technology/specialization areas.
• (internal only) Cisco Success Management certifications: Cisco Certified Success Specialist or equivalent.
• Previous technical role or Technical Customer Success Manager experience.

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!