Cisco Customer Success Manager - Cloud Security in Austin, Texas

Customer Success Manager - Cloud Security

  • Location: Austin, Texas, US

  • Area of Interest Business Strategy and Operations

  • Job Type Professional

  • Technology Interest Security

  • Job Id 1220868

Who We Are

Cisco Security - Cisco delivers intelligent cybersecurity for the real world, providing one of the industry's most comprehensive advanced threat protection portfolios that is integrated, pervasive, continuous and open. Cisco's threat-centric approach to security reduces complexity while providing unmatched visibility, continuous control and advanced threat protection across the entire attack continuum -- before, during and after an attack.

Who You Are

As an Umbrella Customer Success Manager, you will act as trusted advisor and work with new and existing accounts to ensure they are successful with and delighted by Umbrella’s products and services. You will effectively onboard, help deploy, drive ongoing utilization and build high satisfaction for our customers.

In addition to being a steward of the customer journey, you will proactively be driving adoption and serve as your customers' advocate within Umbrella. You will also educate customers about new features, best practices, industry developments--all to increase the value Umbrella delivers to their organization.

This role offers the unique opportunity to touch all parts of the business. Not only does it require a high-touch customer interface, but it also puts you in direct contact with Product, Sales, Renewals, Marketing, Engineering, UX, and Support. You will also have the opportunity to leverage, showcase and grow your account management skills, drive internal programmatic changes to better service our customers and be part of an amazing team of fun, energetic, and passionate CSM’s.

This position is for you, the creative, energetic, self-driven, person with a high EQ and desire to learn. You understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with Umbrella. You manage a high volume of customer accounts at different stages in the customer lifecycle with ease. You get a kick out of shifting gears all day long and reaching your own goals. You also have a passion for Internet security and customer success.

What You'll Do

  • Ensure that the quality and frequency of touchpoints are consistent with the Umbrella customer communications and journey map initiatives

  • Track accounts to identify churn risk and work proactively to eliminate that risk

  • Build value-based relationships with customers to ensure they remain Umbrella customers

  • Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs

  • Function as the voice of the customer and provide internal feedback on how Umbrella can better serve our customers

  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs--you must be willing to and interested in geek-ing out about new features on a regular basis

  • Generate enthusiasm and participation in feature beta programs and customer events

  • Help identify and work with account teams on cross-sell and up-sell opportunities

  • Track onboarding progress and follow up as necessary for assigned accounts

  • Ability to travel unto 25%

Minimum Qualifications

  • 3+ years’ work experience in an equivalent capacity

  • Excellent written (via email and phone) communications skills

  • A true passion for customers and customer success

  • Experience with SaaS-based applications and services

  • Experience working with / GainSight a plus

  • Self-Starter / High Energy / Positive Attitude / Customer Focused / Detailed Oriented

  • Bachelor's Degree or equivalent experience

  • Strong customer service, management, listening, and presentation skills

  • Ability to juggle multiple and very different tasks

Why Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great place to work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.