Cisco Customer Success Specialist CSS 

Japan, Minato 

685559099

What You Will Do

As a Customer Success Specialist for Security, you will work with new and existing accounts to ensure they are successful and delighted by our solutions. You will help onboard, deploy, and drive ongoing utilization to make happy, successful customers. You will drive adoption and serve as your customers' advocate within our business by educating them and connecting them with new methodologies and industry developments, all to increase the value our solution delivers to their heir organisation.

This role provides invaluable technical mentorship, support, and input to win new business and build strong, long-term relationships. Partner closely with Technical Support, Marketing, Engineering, Product Management, and other departments to ensure a clear understanding of the customer/partner environments, challenges and requirements during the deployment phase.

Who You Will Work With

As part of this role, you will:

· Drive the ultimate success of Cisco Secuity products for your assigned customers, including their onboarding experience, ongoing feature adoption, and renewal.

· Engage with sales, customers, partners and pre-sales engineers to verify customers’ requirements and expectations for deploying Cisco Security products.

· Document conversations, communications, and site matrices to build delivery plans; crafting timelines and ensuring they are adhered to and that 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.

· Always keep internal CRM delivery system up to date ensuring that infrastructure provisioning is timely.

· Provide a weekly update to managers on project status to upstream to other departmental managers and to ensure that business groups are aware of any slippage or project shift.

· Ensure constant improvement process invoking the Corrective Action Review Process when it is appropriate.

· Undertake training with the customer on how to use the Admin Portal and provide all vital documentation.

· Act as an ambassador for Cisco Security during the implementation phase, building good-will, trust and confidence to carry over into Customer Support and live support.

· Orchestrate projects / activities sought at improving team processes, performance, and overall health.

Who You Are

You also have a detailed knowledge of SaaS products and strong networking skills.

Requirements in this role:

· Background in the SaaS space

· CCNA or higher

· Validated understanding of basic office network environments, including network security measures (.g. firewall, proxy servers, anti­virus, anti­malware, spam.) Common network protocols include TCP, UDP, DNS, DHCP, HTTP, FTP, and SMTP.

· BA/BS degree (or meaningful work experience)

· 5+ years in customer­ facing Support, Professional Services, Implementation or Client Service role.

· Language requirements: Fluent or native Japanese Reading, Writing, Listening and Speaking. General English fluency reading, writing, listening. Job training and manager for this role will be English speaking.

Preferred experience with any/all the following:

Microsoft Active Directory, Microsoft Windows, Mac OS, Debian­ based Linux Distributions, VMWare ESX/ESXi.