Technical Account Manager - Cloud Security, SSE

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  • Location:
    North Sydney, Australia
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1433041

Overview

The Technical Account Manager (TAM) serves as the primary technical advisor for our strategic Cisco Cloud Security customers and partners. This role is pivotal in guiding our customers through their journey with Cisco Cloud Security products and solutions, ensuring their success through expert technical advice and strong, long-term relationships.

 

Key Responsibilities  

• Act as an invaluable technical advisor and subject matter expert for Cisco Cloud Security customers and partners.

• Provide strategic guidance and advisory services to ensure successful deployment planning, implementation, and advocacy for Cisco Cloud Security products including Cisco Secure Access, Duo Security, 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, and use cases, with strategic mindset to achieve technical excellence.

• Foster and maintain long-term partnerships with customers and partners, aligning their business and technical goals with Cisco Security's vision, mission, and strategy.

• Define and drive the technical account strategy, leveraging a deep industry and technical background, and aligning with the Account Manager's sales initiatives while advocating for the customer within Cisco Cloud Security.

Who You'll Work With

Our team collaborates directly with our largest premium customers, offering exceptional, white-glove customer service. The Technical Account Management team is integral to all technical aspects of onboarding, deployment, and adoption of Cisco Cloud Security products.

 

In this role, you will have the opportunity to influence how customers deploy and utilize Cisco Cloud Security products. Your key responsibilities will include:

• Serve as the primary technical advisor for strategic customers and partners.

• Collaborate and partner closely with customers and/or partners to ensure successful onboarding and deployment by providing best practices and technical advisory consulting services.

• Collaborate with cross-functional teams to identify challenges and recommend solutions, including best practices, feature requests, usage analysis, and customer feedback.

• Gather customer feature requirements and effectively communicate them to Product and Engineering teams, ensuring we act as the voice of the customer and deliver on their requests

• Develop an expert-level understanding of Cisco Cloud Security features and benefits.

• Identify and collaborate with Sales on cross-sell and up-sell opportunities.

Who You Are

You possess exceptional technical and customer service skills, with the ability to multitask and a proven track record of delivering excellent results in a timely manner. You have an in-depth understanding of SaaS products and strong networking capabilities. Your communication skills enable you to effectively explain complex problems to a diverse and potentially non-technical customer audience.

Requirements

  • CCNP or above, or equivalent proficiency
  • Expert understanding of enterprise network environments with an emphasis on network security measures
  • Expert understanding of common network protocols including TCP/UDP, DNS, DHCP, HTTPS, SAML and VPN technology
  • Experience with web proxy, DNS, firewall, IPSec, IPS, DLP and CASB
  • BA/BS degree (or equivalent expertise)
  • 10+ years in customer facing Support, Professional Services, Implementation or Client Services roles

Preferred Experience With Any/All of the following

  • Experience with the Secure Service Edge (SSE) product space
  • Cisco Security (focusing on Cloud Security)
  • Cisco Routing and Switching
  • Directory services (Microsoft, Okta, PingFed)
  • OS (Windows, Mac, Linux)
  • VMWare ESX/ESXi
  • Cloud platform (Amazon, Google)

Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (39 years strong) and only about hardware, but we’re also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

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!

   

 

 

 

 

 
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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