Customer Success Specialists (CSS), Security

Cisco - New York, NY

Full-time - Mid Level

Remote - New York, NY

Computer and Electronic Product Manufacturing

About the position

The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical expert that engages with customers to accelerate their adoption of Cisco products and solutions, particularly in the security domain. This position is part of the Cisco Customer Experience (CX) organization and focuses on delivering targeted engagements to increase product awareness, share best practices, and drive product consumption and business value. CSSs combine deep technical knowledge with business acumen to provide consultative solutions, ensuring successful customer engagements and helping customers realize value faster.

Responsibilities

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

Requirements

• 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 in Zero Trust Network Access, Secure Firewall and Cloud Security, and SecOps.
• Minimum two of the following Cisco Security Suites: Breach Protection Suite, 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 collaborated 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.

Nice-to-haves

• 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.
• 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.

Benefits

• Competitive salary range of $149,200 - $230,700
• Opportunities for professional development and certifications
• Inclusive company culture that values diversity and individuality
• Flexible work environment with remote options
• Access to innovative technology and resources for personal growth