Customer Success Specialist

Customer Success Specialist

**Meet the Team**

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 & solutions that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization.

**Your Impact**

This highly technical role supports customers with adoption challenges across the security architecture, specifically with the following Solution Domains:

- Integrated Security Operations
- Cloud & Network Security
- Zero Trust Network Access

Experience with integrating Cisco’s security products is essential.
- ** Customer Engagement**: Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share standard processes, and drive software adoption and business value.
- ** Risk Management**: Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations.
- ** Collaboration**: Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth.
- ** Product Feedback** **and Advocacy**: Provide feedback to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.
- ** Strategic Advice and Adoption Journey**: Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.

**Minimum Qualifications**
- 4+ years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry standard processes related to the security domain
- Expert-level technical knowledge a must for:

- Zero Trust Network Access
- Secure Firewall and Cloud Security
- SecOps
- Minimum two of the following Cisco Security Suites:

- Breach Protection Suite or
- User Protection Suite
- Cloud Protection Suite
- Fluently bilingual (Speaking and Writing) in Portuguese or Spanish and English.

**Preferred Qualifications**
- 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 standard processes and validated designs from across Cisco to ensure successful implementation and adoption with customers.
- 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 demonstrating APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e.g., ITSM, Open Source).
- Suggested Certifications: DevNet, CCNA, CCNP, or CCDP required;
- Suggested Cisco Success Management certifications: Cisco Certified Success Specialist.
- BS in Engineering, Computer Science; Masters or equivalent experience preferred.

**#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

U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For