Cisco Umbrella and Secure Access - Technical Customer Success Specialist (CSS)

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

Are you passionate about customer success and technology?

We're seeking a dynamic individual to fill the role of Umbrella and Secure Access Technical Customer Success Specialist (CSS) within the Cisco Customer Experience (CX) organization?one of Cisco's fastest-growing teams. This role is meant for someone highly detail-oriented, customer-centric, and demands deeper technical expertise and soft-skills. You'll be assigned to specific customers, guiding them through onboarding, implementation, and adoption of the Cisco Umbrella and Secure Access solutions, and becoming the customer's trusted advisor.

Working within the Cisco Umbrella and Secure Access group means being surrounded by hardworking, intelligent and creative people that are determined to disrupt the Internet security industry with innovative ideas, world-class research and unrivaled products and services. We're a group of engineers, technologists, designers, and more, building products that are simple to use and easy to manage. We seek a forward-thinking, customer-centric, committed team member who is excited about contributing to a company that has a vibrant and creative culture.

What You'll Do

As an Umbrella and Secure Access Technical Customer Success Specialist (CSS) you will be part of Cisco's Umbrella and Secure Access Customer Success team. You'll guide a strategic portfolio of assigned customers for quick and consistent technical implementation and adoption of the product.

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-base content such as troubleshooting tips and best practices

Manage customer communications and technical expectations to resolve their issues and questions effectively 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 with Sales Account Managers on 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

Who You Are

You?ve got exceptional customer service and time management skills with the ability to multitask and a track record for delivering excellent results in a timely fashion. You have a thorough knowledge of SaaS products and strong networking skills. With these skills, you can communicate complicated problems to a diverse and possibly non-technical customer audience effectively.

Customer Obsessed: 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: Deliver complex information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.

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

BS Engineering, Computer Science Engineering or equivalent experience

Thorough understanding of the technical fundamentals of Security technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges

Experience with the Secure Access Service Edge (SASE) product space, including SD-WAN

Zero Trust Architecture

Microsoft Active Directory

Microsoft Windows and Windows Server (current Microsoft supported versions)

Mac OS (current Apple supported versions)

Debian based Linux Distributions (current Debian or Ubuntu supported versions)

VMWare ESX/ESXi

Experience with major Cloud Vendors (AWS. GCP, Azure)

Cisco Routing and Switching

Endpoint management tools like SCCM

Log management/SIEM tools like Splunk

Remote Access VPNs

SSO and integration with Identity Providers (IDPs)

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection?we celebrate our employees? diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our

technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer?80 hours each year?allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

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.