Cisco Cisco Umbrella Secure Access 

United States, Georgia, Atlanta 

587568395

The application window for this position is expected to close 03/07/2025.

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-basedcontent such as troubleshooting tips and best practices
• Manage customer communications and technical expectations to resolve their issues and questionseffectively 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 withtheSalesAccount Managerson 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

• 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:

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

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