Cloud Security Strategic Customer Success Specialist

About the position

As a Customer Experience Customer Success Specialist for Cloud Security, you will work with new and existing accounts in the LATAM region to ensure they are successful with and delighted by our solution. You will help onboard, deploy, and drive ongoing utilization, to make happy, successful customers. You will drive adoption and serve as your customers' advocate within our business, educating them and connecting them with new methodologies and industry developments--all to increase the value our solution delivers to their organization. This role lets you interact with all parts of the business, requiring a high-touch customer interface and direct contact with Product, Sales, Renewals, Marketing, Engineering, UX, and Support. You will have the opportunity to use, showcase, and grow your account management skills, drive internal changes to better serve our customers, and be part of an amazing team of fun, energetic, and dedicated High Touch Strategic Customer Success Specialists.

Responsibilities

• Build relationships with customers consistent with the Security customer journey
• Track onboarding progress and drive adoption
• Identify and track feature requests/bugs
• Provide feedback to internal teams on how our products can better serve our customers
• Convey relevant features/functionality to customers for their specific business needs
• Generate enthusiasm and participation in beta tests, customer events, and customer advocacy opportunities
• Help identify and work with account teams on cross-sell and up-sell opportunities
• Identify and mitigate churn risk

Requirements

• 4+ years' work experience in an equivalent capacity
• Excellent communications skills
• Bilingual in Spanish and English required, foundational Portuguese a plus
• A true passion for customers
• Experience with SaaS-based applications and services
• Experience working with Salesforce.com
• Self-Starter / High Energy / Positive Attitude / Customer Focused / Detailed Oriented
• Bachelor's Degree or equivalent experience
• Strong customer service, management, listening, and presentation skills
• Ability to balance multiple disparate tasks

Benefits

• Quality medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Numerous wellbeing offerings
• Up to twelve paid holidays per calendar year
• Floating holiday
• Day off for birthday
• Vacation time off accrual
• Flexible Vacation Time Off policy
• Sick Time Off policy
• Paid time away for critical or emergency issues
• Additional paid time to volunteer