Customer Success Manager-Waltham, MA or Austin, TX

  • Location:
    Waltham, Massachusetts, US
  • Additional Location(s)
    Austin, TX
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1281947

·       TYPE OF HIRE: Individual Contributor

·       POSITION LOCATION: Must be on site in Waltham, MA or Austin, TX office (Relocation not offered)

Who We Are

Cisco Security - at Cisco we deliver intelligent cybersecurity for the real world, providing one of the industry's most comprehensive advanced threat protection portfolios that is integrated, pervasive, continuous, and open. Cisco's threat-centric approach to security reduces complexity while providing unmatched visibility, continuous control, and advanced threat protection.

What You'll Do

As an Umbrella Customer Success Manager, you will act as trusted advisor and work with new and existing accounts to ensure they are successful with and delighted by Umbrella's products and services. You will effectively onboard, help deploy, drive ongoing utilization, and build high satisfaction for our customers. In addition to being a steward of the customer journey, you will drive adoption and serve as your customers' advocate within Umbrella. You will also educate customers about new features, methodologies, industry developments-all to increase the value Umbrella delivers to their organization.

This role offers the extraordinary opportunity to interact with all parts of the business. Not only does it require a high-touch customer interface, but it also puts you in 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 programmatic changes to better service our customers, and be part of an amazing team of fun, energetic, and passionate CSMs. This position is for you, the creative, dynamic, driven person with a high EQ and a desire to learn. You understand the customer and their use cases, and you know how to be a trusted partner so companies stay and grow with Umbrella. You care for a high volume of customer accounts at different stages in the customer lifecycle. You get a kick out of shifting gears all day long and reaching your own goals. You also have a passion for Internet security and customer success.

o   Manage a success customer inquiries

o   Ensure that the quality and responsiveness of touchpoints are consistent with the Umbrella customer journey

o   Track accounts to identify churn risk and take action to eliminate that risk

o   Build value-based relationships with customers

o   Work closely with Product and Engineering to identify and track feature requests/bugs

o   Function as the voice of the customer and provide internal feedback on how Umbrella can better serve our customers

o   Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs-you geek out about new features on a regular basis

o   Generate enthusiasm and participation in feature beta programs and customer events

o   Help identify and work with account teams on cross-sell and up-sell opportunities

o   Track onboarding progress and follow up as necessary for assigned accounts

o   Ability to travel up to 25%

Who You Are

Required Skills:

o   2+ years' work experience in an equivalent capacity

o   Excellent written (via email and phone) communications skills

o   A true passion for customers and customer success

o   Experience with SaaS-based applications and services

o   Experience working withSalesforce.com/ Gainsight a plus

o   Self-Starter / High Energy / Positive Attitude / Customer Focused / Detailed Oriented

o   Bachelor's Degree or equivalent experience

o   Strong customer service, management, listening, and presentation skills

o   Ability to juggle multiple and very different tasks

Why Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are growing our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as an extraordinary place to work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco. 

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