Customer Success Specialist - Security

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  • Location:
    Offsite, Oeiras, Portugal
  • Alternate Location
    Krakow
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1434973

Meet the Team

The Security Customer Success Specialist (CSS) role is a highly visible, strategic advisor and technical authority who engages with customers to accelerate their onboarding and adoption of Cisco products and solutions and drive business outcomes.

The Security CSS will partner closely with accounts teams, sales specialists, delivery teams, etc. to provide the best-possible experience for the customer and deliver Customer Consultations, Accelerators and (virtual) events that help customers advance in their adoption journey.

The team main focus is to onboard customers and participate in their adoption journey for Cisco Cloud Security products including Cisco Secure Access, Cisco Umbrella, and Cisco Secure Connect.

Your Impact

  • Act as an invaluable technical advisor and domain expert for Cisco Cloud Security customers and partners.
  • Provide strategic guidance and advisory services to ensure successful onboarding and adoption for Cisco Cloud Security products including Cisco Secure Access, Cisco Umbrella, and Cisco Secure Connect.
  • Collaborate closely with Technical Support, Engineering, Product Management, Customer Success, and Sales teams to understand customer and partner environments, requirements, with strategic approach to achieve technical excellence.
  • You are able to explain technical concepts and give clients guidance and vision about the solution. You have a thorough understanding of the aligned technology/specialization areas, including features and use cases.
  • You love customer interactions, understand customer needs and align architectural and vertical expertise to multi-functional teams.
  • You will actively collaborate with customers and partners to drive product utilization, ensuring they realise the solution´s value tailored to their use cases.

Minimum Qualifications

  • 5+ years in customer facing Support, Professional Services, Implementation or Client Services roles
  • Experience with Security Products, like Web proxy, DNS, firewall, IPSec, IPS, DLP and CASB
  • CCNP or above, or equivalent proficiency

Preferred Qualifications

  • Expert understanding of common network protocols including TCP/UDP, DNS, DHCP, HTTPS, SAML and VPN technology
  • Experience with the Secure Service Edge (SSE) product space
  • Knowledge with any/all: Directory services (Microsoft, Okta, PingFed), OS (Windows, Mac, Linux), VMWare ESX/ESXi, Cloud platform (Amazon, Google, Azure), Meraki
  • Good communication skills
  • BA/BS degree (or equivalent expertise)

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! #WeAreCisco 

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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