Customer Experience Customer Success Specialist (Onboarding)

The application window is expected to close on March 10th 2025. However, if the position is filled or if a sufficient number of applications are received, the job posting may be removed earlier.

This is a US-based role due to the FedRamp clients we will be working with.

Join our small, dynamic team of Scale Onboarding Specialists. We work with a large audience, proactively engaging customers to increase adoption and mitigate churn risks by providing detailed development solutions and innovating on-demand during deployments. Our team collaborates closely with Technical Support, Marketing, Engineering, Product Management, and other groups to understand customer environments and requirements during the deployment phase.

As an Onboarding Customer Success Specialist, you will:

• Lead customer onboarding of multiple security products, leveraging additional resources as needed.
• Engage with sales, customers, partners, and pre-sales engineers to verify customers' requirements and expectations for deploying Cisco Secure Access and Cisco Umbrella.
• Serve as the main technical point of contact for customers during the onboarding phase and early implementation.
• Identify, recommend, and oversee improvements for gaps in customer adoption.
• Deeply understand customer business goals, outcomes, and operational maturity, acting as a customer and people champion.
• Help accelerate customer lifecycle to achieve desired outcomes.
• Provide customer insights based on best practices for architecture, implementation, adoption, and migrations.
• Collaborate across internal and external teams for effective technical implementation decisions.
• Identify upsell opportunities and work with the Cisco account team.
• Orchestrate projects aimed at improving team processes and performance.
• Assist junior team members with technical and functional direction.

• Outstanding customer service and time management skills with the ability to multi-task.
• Detailed knowledge of SaaS products and strong networking skills.
• 1-2 years of experience in technical consulting or direct customer interfacing roles.
• At least 1 year of experience with Cisco products such as Cisco Umbrella and Cisco Secure Access.
• Demonstrated experience in delivering consultative sessions and interactive technical presentations.
• Ability to provide best practice recommendations for Cisco Umbrella and Secure Access dashboards.

• Solid background in the SaaS space.
• Cisco technical certifications: CCNA / CCNP / CCDP / CCIE or equivalent.
• Knowledge of basic office network environments and security measures.
• Knowledge of common network protocols including TCP, UDP, DNS, DHCP, HTTP, FTP, and SMTP.
• BA/BS degree or equivalent work experience.
• 3+ years in customer-facing support, professional services, implementation, or client service roles-.
• Experience with Microsoft Active Directory, Microsoft Windows, Mac OS, Debian-based Linux Distributions, and VMWare ESX/ESXi.
• Ability to master new technologies and processes quickly.
• Detailed understanding of the technical fundamentals of aligned technology/specialization areas.

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!