Customer Success Specialist

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Cisco Systems, Inc. Full time

As a Customer Success Specialist (CSS) for Security, you will work with new and existing customers to ensure they are successful with and delighted by our solutions. You will play a critical role in onboarding, deploying, and driving ongoing utilization of Cisco Security products. Acting as an advocate for your customers, you will educate them on best practices, connect them with the latest industry developments, and enhance the value our solutions bring to their organization.

This role is pivotal in building strong, long-term customer relationships, increasing retention, and supporting new business growth. As a Security CSS, you will collaborate closely with teams across the organization, including Technical Onboarding CSS, Technical Support, Marketing, Engineering, and Product Management, to address customer challenges and requirements throughout their lifecycle.

Who You Will Work With

Our team partners with customers throughout their journey to ensure successful deployment and ongoing adoption of Cisco Security Products; namely Cisco Secure Access, Umbrella, and Secure Connect. Post-deployment, you will continue to engage with customers to encourage adoption of advanced features and additional use cases.

As part of this role, you will:
  • Drive the ultimate success of Cisco Security products for your assigned customers, including their onboarding experience, ongoing feature adoption, and renewal.
  • Engage with sales, customers, partners and pre-sales engineers to verify customers' requirements and expectations for deploying Cisco Security products.
  • Document conversations, communications, and site matrices to build delivery plans; crafting timelines and ensuring they are adhered to and that cross-functional project team members are updated at all stages of delivery.
  • Maintain a modern issues list on each customer for resolution paths and handle said list within the internal organization to enable quick and efficient turnaround on customer issues.
  • Efficiently deliver and deploy Cisco Secure Access, Umbrella and Secure Connect to customers in partnership with technical onboarding CSS team.
  • Always keep internal CRM delivery system up to date ensuring that infrastructure provisioning is timely.
  • Provide a weekly update to managers on project status to upstream to other departmental managers and to ensure that business groups are aware of any slippage or project shift.
  • Act as an ambassador for Cisco Security during the implementation phase, building good-will, trust and confidence to carry over into Customer Support and live support.
  • Orchestrate and innovate projects / activities sought at improving team processes, performance, and overall health.
  • Assist junior members of the team around building strategic ongoing customer relationships, customer sentiment, and internal teamwork; and work with the managers on individually assigned (non-customer facing) projects that improve and further develop business functions within the implementation sphere.
Who You Are

You are a customer-focused professional with a proven track record in driving customer success, retention, and growth. With experience in SaaS solutions, you excel at building relationships with stakeholders at all levels, aligning business needs with tailored solutions, and delivering measurable results. Your exceptional communication, strategic thinking, and problem-solving skills enable you to collaborate effectively across teams, anticipate challenges, and proactively address customer needs. Experienced in managing projects, guiding change, and mentoring juniors, you are metrics-driven, adaptable, and passionate about fostering long-term value for customers and the organisation.

Requirements for this role:
  • BA/BS degree or equivalent meaningful work experience
  • 5+ years of experience in customer success, professional services, implementation, or client service roles.
  • Experience in Cyber Security: Demonstrated understanding and experience in cyber security concepts, tools, and best practices. Experience with Cisco security products such as Duo, Umbrella, or other security solutions is preferred.
  • Level of Technical Proficiency: While this role has access to partner with technical experts, you will need the ability to understand and explain technical concepts, tools, and solutions, and work effectively with technical teams at a base level.
  • Customer Relationship Management: Proven ability to build and maintain strong relationships with clients, ensuring their needs are met and they achieve their desired outcomes.
  • Problem-Solving Skills: Strong analytical skills with the ability to assess client issues, identify solutions, and ensure timely resolution.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking high-reaching risks to craft the technologies that give us thoughtful cities, connected cars, and handheld hospitals. And we do it in style with outstanding personalities who aren't afraid to change the way the world works, lives, plays and learns. Don't Follow the Herd: Be you, with us #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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