Customer Success Specialist - Security

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  • Location:
    Mumbai, India
  • Alternate Location
    Bengaluru
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking, Security
  • Job Id
    1439128

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, Help transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organisation

Your Impact

CSSs are subject matter Experts in their aligned product or architecture. Combining deep technical knowledge with intuition for business, CSSs provide consultative solutions to help customers realise value faster. Mastery of relationship management, account handling, soft skills, and a keen understanding of the competitive landscape and how Cisco's solutions are differentiated in the market will be key to driving adoption and ensuring customers achieve accelerated business outcomes.

The role will:

  • Deliver Accelerators and ATX (Ask-the-Expert) sessions to a diverse set of customers, tailoring deliverables 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 CXP/CXM/CSM/PSM roles.
  • Leverage domain specialization and expertise to expertly identify and proactively manage risk areas and customer expectations that could impact successful delivery
  • Contribute to product and offer improvement by providing lifecycle feedback to CX Product Management and CX Success Programs Teams
  • Inspire customers to make tactical and strategic deployment decisions and track long term business outcomes
  • Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns, and drive incremental growth
  • Be 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

Minimum Qualification

  • 12+ years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry standard processes related to one of the IT security domains
  • Insights into how companies protect their assets and their businesses. This includes an understanding of technologies used to reach business outcomes and efficient ROI.
  • Technologies like Firewalls, ISE, Umbrella, Duo, SNA, AMP4EP, ESA, CES, IPSs, Behavioral monitoring tools, EDRs, XDRs, Content Security tools. The objective is to assist the customer with barriers that they experience as they onboard and implement Cisco Security Solutions.
  • Detailed understanding of the technical fundamentals of aligned technology/specialization areas and related best practices, and an ability to define and articulate how technology can be used to solve business challenges

Preferred Qualification:

  • Suggested Cisco technical Certifications: CCNP / CCIE or equivalent
  • Suggested Cisco Success Management certifications: Cisco Certified Success Specialist
  • CISM / CISSP or equivalent
  • BS Engineering, Computer Science, Masters preferred

#WeAreCisco

#WeAreCisco where every individual brings their outstanding 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!

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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