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The successful applicant will be performing work on US Government classified environments, and therefore, must be a U.S. Person (i.e., U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil. The successful applicant must have a current US Government TS/SCI Full Scope Poly Clearance The Customer Success Specialist (CSS) role is a critical, strategic advisor and technical specialist 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, one of Cisco’s fastest growing teams.What You'll DoCSSs are domain experts in their aligned product or architecture. This role owns delivery of targeted engagements intended to increase product awareness, share industry standard methodologies, and drive overall product consumption and business value. The CSS brings strategic vision, the latest technology from Cisco Engineering teams, and tactical expertise to ensure every customer engagement is a success while also actively participating in the global CSS Community where they collaborate with their peers to share standard methodologies and customer success stories. They are able to effectively combine deep technical knowledge with solid understanding of business priorities to provide consultative solutions pivotal to helping customers realize value faster.This senior-level, highly technical role is intended to help our customers with a myriad of their adoption challenges across the Enterprise Security architecture specifically supporting Cisco Firepower / Next Generation Firewall. Experience with Secure Endpoint, Email Threat Defense, Umbrella, Duo, among others, is a plus but not required for consideration.You will:
Deliver Adoption Accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring work and producing quantifiable business outcomes with scope and timely engagement.
Facilitate high impact, technology-specific workshops targeted at all levels of an organization to accelerate a business initiative, potentially in conjunction with the Customer Success Executive (CSE) or other stakeholders in Customer Success and Sales
Leverage domain expertise to identify and proactively manage renewal risk and customer expectations that could impact successful adoption
Demonstrate deep technical knowledge of Cisco Firepower and integration across multiple architectures
Contribute to product and offer improvement by providing lifecycle feedback to Cisco Engineering, CX Product Management, and CX Success Programs Teams
Encourage customers to make tactical and strategic deployment decisions and motivate long term business outcomes
Collaborate closely with a select set of Account teams, CS, Partners to improve customer adoption in a set of mapped account within one segment/vertical, address product concerns, and drive incremental growth across technology domains
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
Customer Obsessed: Proactively understands customer needs and applies architectural and vertical expertise to cross-functional teams to drive decisions that improve 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. Drives continued learning of new technologies, functionality, and industry best practices
Cross-Team Collaborator & Influencer: Work across internal and external teams at all levels to proactively encourage technical implementation decisions across all Cisco technologies (Security, Data Center, Wired Networking, etc.) and work towards common goal. Able to operate and interact with customers in a remote / virtual and face-to-face environment (varies by role)
Business Strategist: 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: Delivers sophisticated information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.
Minimum Qualifications
Expert level knowledge in Cisco Firepower/NGFW
5 years of experience working with Firepower integrations into customer’s entire infrastructure across multiple architectures
Extensive experience supporting Firewall Management Center (FMC) in customer environments
Strong customer facing and presentation skills. Good storyteller and ability articulate how technology can be used to solve business challenges
Solid understanding of the technical fundamentals of aligned technologies, including features and use cases
Track record of understanding sophisticated technologies and conducting high risk architecture reviews to drive action plans aligned to customer business needs
Applying a deep understanding of industry-standard methodologies related to domain
CCNP or equivalent required; CCIE or equivalent strongly preferred
BS Engineering, Computer Science, Electrical Engineering, or combination of experience, degree in a related technical field
Preferred Qualifications
Email Threat Defense, Secure Endpoint, Secure Workload, Secure Malware Analytics, Cisco Secure Access, XDR (etc) knowledge strongly preferred
Cisco Certified Success Specialist preferred
CISM / CISSP or equivalent preferred
DevNet Associate or equivalent preferred
Why Cisco? #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions. So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCiscoCisco 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.
