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About the Role
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.
Responsibilities
- Lead high-impact workshops, Expert-Insight-Series (EIS) sessions, and Accelerators tailored to diverse customer needs.
- Proactively provide feedback to CX Product Management to improve offerings.
- Accelerate value realization by applying validated adoption frameworks to help customers achieve their desired business outcomes.
- Baseline environments and develop comprehensive onboarding journeys.
- Identify and mitigate adoption risks, such as low technical usage or integration barriers.
- Handle customer expectations and resolve issues promptly.
- Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps.
- Guide customers on strategic and tactical decisions.
- Lead architectural initiatives.
- Incorporate Cisco validated designs to ensure successful, long-term product utilization.
Requirements
- Expert-level knowledge of NGFW, Secure Workload, ISE, Secure Access, Umbrella, DUO, and XDR/SNA.
- Solid understanding of how security integrates with SDWAN and Data Center (ACI) architectures.
- Expert in verifying customer requirements and driving ongoing utilisation of advanced security features across global ecosystems.
- 6+ years in security consulting or technical customer success roles.
- Bachelor’s or Master’s degree in Engineering or Computer Science.
- Multiple advanced certifications (CCNP Security, CISSP or CISM plus CCIE preferred).
- Solid understanding of Next Generation Firewall, Secure Workload, ISE, Cisco Secure Access, Umbrella, DUO, and XDR/SNA.
- 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 (CCNP, 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).
- Ability to draw on cross-domain knowledge in customer conversations.
Skills
- NGFW
- Secure Workload
- ISE
- Secure Access
- Umbrella
- DUO
- XDR/SNA
- SDWAN
- Data Center (ACI)
- Security
- Networking
- Cloud & AI Infrastructure
Experience Level
- 6+ years
Education Level
- Bachelor’s or Master’s degree in Engineering or Computer Science
- Master’s degree or equivalent experience in Engineering, Computer Science, or a related field
About the Company
- At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond.
- We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.
- These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
- Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions.
- Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless.
- We work as a team, collaborating with empathy to make really big things happen on a global scale.
- Because our solutions are everywhere, our impact is everywhere.
- We are Cisco, and our power starts with you.