What are the responsibilities and job description for the Customer Success Specialist - Security position at Cisco?
The Business Entity
The Cisco Customer Success group provides world-class customer success motion for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!
The Team
Customer Experience - Customer Success Organization seeks a Customer Success Specialist with expertise in Firewall Technology to join a cross functional team and take a leadership role in delivering product onboarding services and driving product adoption.
What You’ll Do
The Cisco Customer Success group provides world-class customer success motion for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!
In this role, you will be responsible for providing technical assistance to Customers and help them overcome technical barriers that customers might experience as they deploy, adopt, and use our products. You will report to a Leader, Customer Success.
The Customer Success Specialist (CSS) has the skills of a highly hardworking, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, architecture design, network configurations problems, and assistance with sophisticated product configurations, performance tuning and optimization, troubleshooting delivery / connectivity issues and training the customer on unfamiliar features.
Core Deliverables :
- Provides Onboarding services
- Provides Implementation advising and assistance
- Provide Proactive Product Assistance
- Provides Integration and Change Management assistance
- Provides assistance with Deployment Readiness and Planning
- Provides Migration and Upgrade Assistance
- Provides Solution Audits and Tune-Ups
- Provides Health Check and Progress Reviews
- Provides Best Practice consultation
- Provides Incident Management and Escalation Support
- Provides full-onboarding program for new customer helpdesks and IT teams
- Provides customized configuration support
Who You Are
The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.
Required Product Knowledge and Technical Skills :
Minimum Qualifications
The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.
Typically requires BS in a technical field (CS / EE preferred) or equivalent plus 2 to 5 years related experience.
Desired Qualification
Bachelor's degree (or equivalent experience) is required
CCNA desired
CCIE Added advantage
We Are Cisco
WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI / Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.
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.
