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Cisco Customer Success Specialist Security 
United States, Georgia, Atlanta 
514119757

18.11.2024

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What You’ll Do:

This highly technical role supports customers with adoption challenges across the security architecture, specifically with the following Solution Domains:

  • Integrated Security Operations
  • Cloud & Network Security
  • Zero Trust Network Access

Key Responsibilities:

  • Customer Engagement : Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share best practices, and drive software adoption and business value.
  • Technical Expertise : Utilize deep technical knowledge, business acumen, and automation skills to provide consultative solutions and ensure successful customer engagements.
  • Risk Management : Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations.
  • Collaboration : Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth.
  • Product Feedback and Advocacy : Provide feedback to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
  • Strategic Advice and Adoption Journey: Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.

Who You Are:

  • Technical Expert: Possesses deep technical knowledge with a focus on connecting Cisco solutions to customer use cases, continuously learning new technologies and best practices.
  • Customer-Centric Mindset: Proactively understands customer needs and drives decisions to enhance customer value and satisfaction.
  • Cross-Team Collaborator: Works seamlessly across internal and external teams to encourage technical implementation decisions, operating effectively in both remote and face-to-face environments.
  • Business Acumen: Understands high-level business landscapes, strategic priorities, and the competitive marketplace to align technical solutions with business goals.
  • Results Oriented: Demonstrates proven execution ability with relevant technologies, driving successful customer outcomes.
  • Effective Communicator: Delivers complex information clearly and convincingly to diverse audiences, with the ability to engage both technical architects and C-level executives, ensuring understanding and alignment.

Minimum Required Experience:

  • 7-10 years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry best practices related to the security domain
  • Expert-level technical knowledge a must for:
    • Zero Trust Network Access
    • Secure Firewall and Cloud Security
    • SecOps
    • Minimum two of the following Cisco Security Suites:
      • Breach Protection Suite or
      • User Protection Suite
      • Cloud Protection Suite
  • Proven experience engaging with key customers, understanding their unique needs, and applying industry best practices to drive successful outcomes.
  • Delivered consultative sessions, interactive technical presentations, and collaborating on quarterly business reviews (QBRs).
  • Conducted product and solution demos to drive product adoption with a strong understanding of software licensing models and running competitive SWOT analyses.

Desired Qualifications:

  • Expert-level knowledge of integrating across multiple architectures.
  • Demonstrated success with complex technologies and conducting high-risk architecture reviews.
  • Provided strategic advice on deployment decisions, led architectural initiatives, incorporating best practices and validated designs from across Cisco to ensure successful implementation and adoption with customers.
  • Demonstrated ability to apply deep understanding of relevant Cisco products to define how technology solves Customers’ business challenges. This includes baselining customer environments, capturing heatmaps of products and tools (including third-party), and developing comprehensive on-boarding and adoption journeys.
  • Expert understanding and experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies.
  • Expertise in automation, including leveraging APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source).
  • Suggested Certifications: DevNet, CCNA, CCNP, or CCDP required; CCIE, CISM, CISSP or equivalent strongly preferred.
  • Suggested Cisco Success Management certifications: Cisco Certified Success Specialist.
  • BS in Engineering, Computer Science; Masters preferred.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

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