Customer Experience Customer Success Specialist - Security

Responsibilities

• Lead high-impact workshops, Expert-Insight-Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption, while proactively providing feedback to CX Product Management to improve these offerings.
• Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between purchasing a Cisco solution and achieving their desired business outcomes, including baselining environments and developing comprehensive onboarding journeys.
• Identify and mitigate adoption risks, such as low technical usage or integration barriers, by handling customer expectations and resolving issues promptly to ensure a successful customer journey.
• Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle.
• Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco validated designs to ensure successful, long-term product utilization.

Requirements

• Security Stack Mastery: Expert-level knowledge of Secure Access, Umbrella, DUO, ISE, NGFW, Secure Workload, and XDR/SNA.
• Cross-Architecture: Solid understanding of how security integrates with SDWAN and Data Center (ACI) architectures.
• Lifecycle Management: Expert in verifying customer requirements and driving ongoing utilisation of advanced security features across global ecosystems.
• Experience: 10-12+ years in security consulting or technical customer success roles.
• Education: Bachelor's or Master's degree in Engineering or Computer Science.
• Certifications: Multiple advanced certifications (CISSP or CISM plus CCIE preferred).
• Demonstrate expert-level knowledge in the specialized technical tracks, focusing on adoption challenges:
• Security Stack: Solid understanding of Cisco Secure Access, Umbrella, DUO, ISE, Next Generation Firewall, Secure Workload, and XDR/SNA, with experience supporting customers through onboarding and into ongoing adoption of advanced security features.
• Master's degree or equivalent experience in Engineering, Computer Science, or a related field.
• Multiple advanced certifications (CCIE, CISM, CISSP); Cisco Certified Success Specialist certification strongly preferred.
• Experience contributing to the broader professional community, such as through shared frameworks, external presentations, or published thinking.
• Experience supporting the development of senior technical specialists and contributing to team-wide capability.
• Breadth of experience across multiple technical tracks (Networking, Security, Cloud & AI Infrastructure), with the ability to draw on cross-domain knowledge in customer conversations.
• Why Cisco?

Additional Information

Meet the Team The Cisco Customer Experience (CX) organisation is one of Cisco's fastest-growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments. We work at the crossroads of technical knowledge and business understanding, partnering with customers to improve how they operate and achieve outcomes that matter to them. The Customer Success Specialist (CSS) team is a collaborative group of technical advisors who bring deep product knowledge and a genuine curiosity about customer success; We work side-by-side with customers to guide them, not from the sidelines. We are part of a global community that shares adoption approaches and learning across three areas of focus: Networking, Security, and Cloud & AI Infrastructure. If you enjoy working through sophisticated technical challenges, contributing to how Cisco's products improve over time, and collaborating with curious, knowledgeable colleagues, this team is a great fit.

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