Customer Success Specialist – Secure Access/Secure Connect in Sydney, Australia

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 utilisation, 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 that our solution delivers to their 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

Our team partners with customers during the initial stages of their lifecycle to ensure successful deployment. You will have the opportunity to influence how customers deploy and utilise Cisco 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 onboard additional use cases.

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.

Assist 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

You have outstanding customer service and leadership skills with the ability to multi­task and a track record for 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.

Preferred experience with any/all the following:

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

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us thoughtful cities, connected cars, and handheld hospitals. And we do it in style with outstanding personalities who aren’t afraid to change the way the world works, lives, plays and learns. Don’t Follow the Herd: Be you, with us! #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.