Cisco Customer Success Specialist 

Australia, New South Wales, Sydney 

968530835

Job Description

What You Will Do

As a Customer Success Specialist for Security, you will work with new and existing accounts to ensure they are successful with and delighted by our solutions. You will help onboard, deploy, and drive ongoing, 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 industryincrease the value that our solution delivers to their.

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,and requirements during the deployment phase.

Who You Will Work With

stages of their lifecycle to ensure successful deployment. You will have the opportunity to influence how customers deploy andCisco Security Products, including Cisco Secure Access, Umbrella, Secure Connect, and Duo. After the deployment phase, you will continue to work with selected customers to drive further adoption of features and onboarduse cases.

As part of thisyou will:

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

• ngage with sales, customers,partnersand pre-sales engineers to verify customers’ requirements and expectations for deploying CiscoSecurity 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.

• Secure Access,Umbrella, Secure Connect and Duoto customers.

• Always keep internal CRM delivery system up to date ensuring that infrastructure provisioning istimely.

• 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 isappropriate.

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

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

• Orchestrate projects / activitiessoughtat improving team processes, performance, and overall health.

• junior members of the team around technical / functional direction, customer sentiment, and internal teamwork; and work with the managers on individually assigned (non-customer facing) projects that improve and further develop business functions within the implementation sphere.

Who You Are

a track recordfor delivering excellent results.

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 (e.g.firewall, proxy servers, anti­virus, anti­malware, spam.)as well as common network protocols including 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.