Customer Success Specialist - Security

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  • Location:
    Richardson, Texas, US
  • Alternate Location
    RTP, North Carolina
  • Area of Interest
    Customer Experience
  • Compensation Range
    135300 USD - 182400 USD
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1434816

The Business Entity

 

The Cisco Customer Success group provides world-class customer success motion for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

 

The Team

 

Customer Experience – Customer Success Organization seeks a Customer Success Specialist with expertise in Firewall Technology to join a cross functional team and take a leadership role in delivering product onboarding services and driving product adoption.

 

What You’ll Do

 

The Cisco Customer Success group provides world-class customer success motion for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

In this role, you will be responsible for providing technical assistance to Customers and help them overcome technical barriers that customers might experience as they deploy, adopt, and use our products. You will report to a Leader, Customer Success.

The Customer Success Specialist (CSS) has the skills of a highly hardworking, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, architecture design, network configurations problems, and assistance with sophisticated product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.

 

 

Core Deliverables:

•           Provides Onboarding services

•           Provides Implementation advising and assistance

•           Provide Proactive Product Assistance

•           Provides Integration and Change Management assistance

•           Provides assistance with Deployment Readiness and Planning

•           Provides Migration and Upgrade Assistance

•           Provides Solution Audits and Tune-Ups

•           Provides Health Check and Progress Reviews

•           Provides Best Practice consultation

•           Provides Incident Management and Escalation Support

•           Provides full-onboarding program for new customer helpdesks and IT teams

•           Provides customized configuration support

 

Who You Are

 

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

 

Required Product Knowledge and Technical Skills:

•           Next Gen Firewall, AMP4E, Any Connect

•           Cisco Email Security Appliance (ESA & CES (Cloud Email Security))

•           Cisco Web Security Appliance (WSA)

•           Cisco Security Management Appliance (SMA)

•           Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP

•           UNIX system administrator skills

•           Soft Skills:

•           Strong analytical and troubleshooting skills.

•           Ability to handle critical customer issues/problems.

•           Able to determine problems and deliver known solutions with a high level of customer satisfaction.

•           Ability to determine root cause and resolution for previously unknown problems.

•           Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.

•           Exercises judgment within defined procedures to determine appropriate action.

•           Good verbal communication skills.

•           Interacts across support and development teams at peer level.

•           Ability to work effectively with and provide guidance to other members of the work group.

•           Promotes and solicits ideas within project team(s).

•           Receives minimal supervision.

•           Receives no instruction on routine work and general instruction on new assignments.

•           Ability to analyze, use and configure networks.

•           Proven crisis management skills.

•           Works on problems of diverse scope where analysis requires evaluation of identifiable factors.

•           Applies known solutions to solve problems.

•           Typically interfaces with account teams, customer success managers, Sales, Partners and BE.

 

Minimum Qualifications

 

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

 

•           Minimum 4-8 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products.

•           Firewall or comparable network security technologies

 

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience.

 

 

Desired Qualification

 

Bachelor's degree (or equivalent experience) is required

CCNA desired

CCIE Added advantage

 

We Are Cisco

 

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

 

So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

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 receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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 non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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