Customer Experience Customer Success Specialist Vimercate

Customer Experience Customer Success Specialist
Vimercate
Lombardia, Vimercate

Who we are**:

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 that transform their business and drive business outcomes. The role resides within the Cisco Customer Experience (CX) organization.

**What You'll Do**:

This highly technical role supports customers with adoption challenges across the security architecture, specifically with the following Solution Domains:

- Integrated Security Operations

- Cloud & Network Security

- Zero Trust Network Access

Experience with integrating Cisco's security products is essential.

**Key Responsibilities**:

- ** Customer Engagement**: Conduct targeted consultative sessions and interactive technical presentations to increase product awareness, share standard processes, and drive software adoption and business value.

- ** Risk Management**: Identify and mitigate renewal risks, including those associated with low technical adoption, to ensure successful product integration and consistently meet customer expectations.

- ** Collaboration**: Work closely with Account teams, Customer Success, and Partners to enhance customer adoption, address product concerns, and drive growth.

- ** Product Feedback** **and Advocacy**: Provide feedback to Engineering and Product Management Teams for product improvements, promote the CX offer strategy, and highlight feature opportunities.

- ** Strategic Advice and Adoption Journey**: Guide customers on deployment decisions and long-term business outcomes, develop onboarding and adoption journeys, lead architectural initiatives, and address product challenges.

**Who You Are**:

- ** Technical Expert**: Possesses deep technical knowledge with a focus on connecting Cisco solutions to customer use cases, continuously learning new technologies and standard processes.

- ** Customer-Centric Attitude**: Proactively understands customer needs and drives decisions to enhance customer value and satisfaction.

- ** Cross-Team Collaborator**: Works seamlessly across internal and external teams to encourage technical implementation decisions, operating effectively in both remote and face-to-face environments.

- ** Business Acumen**: Understands high-level business landscapes, strategic priorities, and the competitive marketplace to align technical solutions with business goals.

- ** Results Oriented**: Demonstrates proven execution ability with relevant technologies, driving successful customer outcomes.

- ** Effective Communicator**: Delivers complex information clearly and convincingly to diverse audiences, with the ability to engage both technical architects and C-level executives, ensuring understanding and alignment.

**Minimum Required Experience**:

- 7+ years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry standard processes related to the security domain

- Expert-level technical knowledge a must for:

- Zero Trust Network Access

- Secure Firewall and Cloud Security

- SecOps

- Minimum two of the following Cisco Security Suites:

- Breach Protection Suite or

- User Protection Suite

- Cloud Protection Suite

- Fluently bilingual (Speaking and Writing) in Italian and English.

- Delivered consultative sessions, interactive technical presentations, and collaborating on quarterly business reviews (QBRs).

- Conducted product and solution demos to drive product adoption with a solid understanding of software licensing models and running competitive SWOT analyses.

**Desired Qualifications**:

- Expert-level knowledge of integrating across multiple architectures.

- Demonstrated success with complex technologies and conducting high-risk architecture reviews.

- Provided strategic advice on deployment decisions, led architectural initiatives, incorporating standard processes and validated designs from across Cisco to ensure successful implementation and adoption with customers.

- Expert understanding and experience with public cloud providers such as AWS, Azure, and GCP, as well as knowledge of virtualization technologies.

- Expertise in automation, including demonstrating APIs and programmability to orchestrate workflows and integrate with existing ecosystems (e. g. , ITSM, Open Source).

- Suggested Certifications: DevNet, CCNA, CCNP, or CCDP required; CCIE, CISM, CISSP or equivalent strongly preferred.

- Suggested Cisco Success Management certifications: Cisco Certified Success Specialist.

- BS in Engineering, Computer Science; Masters or equivalent experience preferred.

**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!

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