Customer Success - Secure Network Analytics\/XDR

We are seeking a dedicated Customer Success Representative to join our dynamic team, focusing on Secure Network Analytics (SNA) and eXtended Threat and Response (XDR) products. In this strategic and technical role, your main objective will be to engage with customers, ensuring they fully demonstrate our solutions to transform their business operations and achieve outstanding business outcomes.

As a champion for customer success, you'll play a crucial part in the customer journey, from onboarding and education to adoption and advocacy. Your deep technical knowledge, combined with your ability to build strong relationships, will be instrumental in accelerating the adoption of our Secure Analytics and Cisco solutions, directly impacting our customers' success.

If you are results-oriented, possess excellent communication skills, and have a keen interest in continuous learning within the ever-evolving field of technology, you might be the candidate we're looking for. Join us in delivering unparalleled value to our customers while advancing your career in a role that is both challenging and rewarding. As a Customer Success representative , you will be focusing on and driving customer success for Secure Network Analytics (SNA) and eXtended Threat and Response (XDR) products. The Customer Success role is highly critical, strategic, and technical where you engage with customers to accelerate their adoption of Secure Analytics, XDR & Cisco products/solutions that transform their business and drive business outcomes.

What You'll Do

• Have in-depth knowledge, with domain and industry specialization with technical knowledge of Secure Analytics, XDR, and Security programs.
• Deeply understand customer business goals, environment, pain points, and operational maturity. You will be the customer and people champion.
• Builds and nurtures strong Customer executive relationships to develop a holistic and deep view of the immediate needs and current programs.
• Help the Customer accelerate through the customer lifecycle to realize the expected outcomes.
• Ensure customers realize value from purchased Cisco products and services for successful renewals.
• Provide customer insights based on solid understanding of standard methodologies for architecture, implementation, adoption & migrations.
• Owns the customer success motion from onboarding to business value realization (optimize). Post-sales orchestration of all company-wide and Partner resources (People and assets like, Accelerators, ATX, etc.) to provide a unified path to Customer Success.
• Leads Quarterly Success Review to track progress.

Who We Are

As a dynamic and driven professional, you are defined by your profound understanding of our customers, an unflagging appetite for technological mastery, and a staunch commitment to fostering collaboration across diverse teams. With a customer-obsessed mindset, you are dedicated to deeply understanding and anticipating customer needs, and you leverage this insight to guide our multi-disciplinary teams toward decisions that amplify customer value.

Your expertise as a technical specialist is rooted in a comprehensive knowledge of Cisco's extensive solutions portfolio. You are adept at aligning customer use cases with our innovative technologies, ensuring that every implementation is meticulously tailored to enhance customer environments and hasten their journey to success. This role represents a continuous journey of growth, with an unwavering focus on new technologies, functionalities, and best practices that maintain your position as an industry leader.

You excel in collaboration, serving as a bridge-builder and a doer who navigates the complexities of both internal and external team dynamics with ease. Your ability to inspire technical implementation decisions and rally teams around a common vision is a testament to your skill as a cross-functional collaborator. Your versatility allows you to engage stakeholders effectively, whether in remote settings or face-to-face interactions, making every team member feel integral to the customer's journey.

Your business acumen is as sharp as it is strategic. Armed with a clear understanding of the high-level business landscape, strategic priorities, and marketplace nuances, you are well-equipped to make informed decisions that resonate with our bold, strategic goals.

Driven by results, you are innately curious about technology and possess a proven ability to translate that curiosity into concrete customer outcomes. You are more than just a participant in the technology space; you are a catalyst for innovation and success.

In your role as a first responder within our industry, your skill in issue management is complemented by an empathetic approach to customer expectations,ensuring our customers always feel supported.

Communication is your forte. As an effective communicator, you convey complex information with expertise and conviction, achieving clarity and impact with a diverse audience. Your communication resonates with intent and purpose, reflecting your sophisticated understanding of the messages you deliver.

Your role is specific to the SAVE initiative, which means you will be at the forefront of partnering with Secure Analytics ASPMs and their customers, delivering technical services such as SNA Deep Dives, policy audits, CSE creations, and ONA deployments for our High-Value customers. Your guidance and best practices, informed by live findings and thorough research, will be indispensable to our customers.

You thrive in an environment that values team collaboration, self-leadership, and creativity. If you identify with this role, you are the exemplary candidate we seek-an individual poised to not only enhance our team but to be a driving force behind our continued success and unwavering customer satisfaction.

Required Experience

• 3 to 5 years of demonstrated ability in technical consulting or direct customer interfacing/engagement role knowledgeable of industry-standard methodologies related to the domain.
• Detailed understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges.
• Cisco technical Certifications: CCNA / CCNP / CCDP/ CCIE or equivalent.
• Cisco Success Management certifications: Cisco Certified Success Specialist.
• Industry Certifications: CISM / CISSP or equivalent.
• BS Engineering, Computer Science, Masters.
• Fluent in Spanish and English (verbal and written communication).
• Possession of a security level certification (e.g., CISSP, CISM, CEH).
• Demonstrated networking skills with an emphasis on security considerations.
• Familiarity with security frameworks and the ability to operate as a security practitioner.
• Strong problem-solving skills, with the ability to be both reactive and proactive in addressing security challenges.
• Business acumen and the ability to translate technical security concerns into business impacts.
• Excellent teamwork and collaboration skills, with a track record of working effectively in a security-focused environment.
• Commitment to ongoing professional development and maintaining certifications.

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!

Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco

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 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, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

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.