Cisco Cisco Umbrella Secure Access 

United States, Texas, Richardson 

425755182

The application window for this position is expected to close on 03/03/2025.

What You'll Do

The Umbrella and Secure Access Technical Customer Success Specialist will:

• Own overall technical implementation and relationship with assigned customers.
• Establish a trusted/strategic technical advisor relationship with each assigned client and provide invaluable technical guidance and support; aiming on building strong, long-term relationships, focused on deployment guidance, implementation, and adoption of the products.
• Partner closely with the Technical Support, Engineering, Product Management and other departments to advocate for the customer’s needs and ensure a clear understanding of customer environments, challenges and requirements.
• Work with customers to establish critical goals, or key performance indicators, and aid the customer in achieving their goals.
• Be responsible for maintaining customer satisfaction levels necessary to ensure successful adoption of the product and renewal.
• Analyze and provide data to the product and engineering organizations to enable effective decision-making and prioritization.
• Create knowledge-base content such as troubleshooting tips and best practices
• Manage customer communications and technical expectations to resolve their issues and questions effectively and efficiently.
• Manage internal and external communications and expectations during escalation events.
• Facilitate and demonstrate effective and documented reproduction and problem identification.
• Exhibit and inspire the highest levels of customer empathy and curiosity.
• Demonstrate and instruct how to meet and communicate with the customer where they are at.
• Define and drive the technical account strategy with a deep industry and technical background, aligning with the Account Manager’s sales initiatives while advocating for the customer.
• Inspire and motivate: Inspire other’s commitment to their work and organizational excellence.

Who You'll Work With

The Technical CSS will build close relationships with customers, CX counterparts, architects, & engineers that will help them achieve their customer’s goals. That person will:

• Have the opportunity to influence how customers deploy and utilize Cisco Umbrella (DNS and SIG) and Cisco Secure Access (SIA and SPA).
• Be the primary technical contact for strategic customers.
• Ensure prompt and appropriate resolution of strategic customers’ technical challenges.
• Provide training, consulting services, and best practices to strategic customers.
• Coordinate with cross-functional groups to identify challenges and recommend solutions in a prescriptive manner including best practices, feature requests, usage analysis, and customer feedback.
• Provide clear and concise information regarding customer accounts, needs and feedback to key stakeholders.
• Identify and work with Sales Account Managers on cross sell and up sell opportunities.
• Contribute to product enhancement initiatives and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams
• Inspire customers to make tactical and strategic deployment decisions and track long term business outcomes
• Collaborate with Account teams, CX and Partners to improve customer adoption, address product concerns, and drive incremental growth
• Be responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers
• Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers and the Success team

Who You Are

You’ve got exceptional customer service and time management skills with the ability to multitask and a track record for delivering excellent results in a timely fashion. You have a thorough knowledge of SaaS products and strong networking skills. With these skills, you can communicate complicated problems to a diverse and possibly non-technical customer audience effectively.

• Customer Obsessed : Proactively understands customer needs and aligns architectural and vertical expertise to cross-functional teams to drive alignment on decisions that enhance customer value.
• Technical Guru : Deep technical knowledge with ability to understand and connect customer use cases/plans with Cisco solutions and how Cisco solutions can be optimally applied in a customer’s environment to accelerate customer value. A drive for continued learning in new technologies, functionality, and industry best practices.
• Cross-Team Collaborator & Influencer : work across internal and external teams of all levels to proactively inspire technical implementation decisions and work towards a common goal. Possess an ability to operate and interact with customers in a remote / virtual and face-to-face environment.
• Business Acumen : Clear understanding of high-level business landscape including key strategic priorities, processes, and competitive marketplace.
• Results Oriented : Interest in and proven execution ability with relevant technologies and customer outcomes.
• First Responder : Skilled at issue management and managing customer expectations.
• Effective Communicator : Deliver complex information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.

Requirements

• 5+ years of experience in technical consulting, professional services, or direct customer interfacing/engagement role with a deep understanding of enterprise network environments with an emphasis on network security measures
• CCNA or above, or equivalent proficiency
• Strong understanding of common network protocols including TCP/UDP, DNS, DHCP, HTTPS, SAML and VPN technology
• Experience with DNS, Web Proxy implementation, and troubleshooting at each point of failure

Preferred Experience With Any/All of the Following

• BS Engineering, Computer Science Engineering or equivalent experience
• Thorough understanding of the technical fundamentals of Security technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges
• Experience with the Secure Access Service Edge (SASE) product space, including SD-WAN
• Zero Trust Architecture
• Microsoft Active Directory
• Microsoft Windows and Windows Server (current Microsoft supported versions)
• Mac OS (current Apple supported versions)
• Debian based Linux Distributions (current Debian or Ubuntu supported versions)
• VMWare ESX/ESXi
• Experience with major Cloud Vendors (AWS. GCP, Azure)
• Cisco Routing and Switching
• Endpoint management tools like SCCM
• Log management/SIEM tools like Splunk
• Remote Access VPNs
• SSO and integration with Identity Providers (IDPs)

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