Customer Success Manager Security

  • Location:
    Feltham, England, United Kingdom
  • Additional Location(s)
    can be based anywhere in EMEA
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id
The Business Entity
The market is shifting towards more of a subscription economy, where the value of a customer is realized over time and customers demand tangible proof of outcomes. In this role you can change the way we engage with customers and partners. Your work will form an integral part of the end-to-end engagement process with focus on maximizing customer and partner value realization and aligning with Sales to secure renewals and identify expansion opportunities.

Who You'll Work with
Do you have a passion to engage with customer and help them achieve outcomes from Cisco solutions? Here, you can make an impact by helping customers to better understand and utilize the full capabilities and features of the Services and Software they have purchased.

Cisco Adoption scope is designed to transform how customers adopt and consume Cisco services and solutions. They will help to provide increased customer benefits through and intense focus on customer's business outcomes.

This is a key initiative for Cisco that will help customers to gain full value from what they have purchased and unlock further opportunities for engagement.

What You'll Do

The current requirement for this initiative is to drive the growth of Security technologies through a Customer Success Manager based in EMEAR. The objective of this role is to start driving adoption and business integration of Security into existing accounts.

There are already extensive best practices that have been developed based on market leading experience in EMEAR. This role will build upon the existing model and leverage developed practice.

Key Responsibilities and Activities:
1. As the Trusted Advisor, develop and maintain long-term relationships with stakeholders in target portfolio.
2. Establish and play a fundamental part in integrating the adoption of Cisco technology into customers business processes through a comprehensive understanding of the customers' industry business challenges and objectives and mapping of Cisco Services to address their needs.
3. Partner with the customer to establish a transformational Business Roadmap / Blueprint to ensure achievement of program goals and Effectively network an account from the C-Level down to achieve successful execution of the Blueprint.
4. Ensure that all customers derive maximum value from their investment in Cisco Security specific purchases.
5. Identify risks to the customer achieving their stated business goals and developing a risk mitigation plan.
6. Deliver successful customers to the contract renewal cycle and Identify expansion opportunities; collaborate with sales teams for growth attainment.
7. Serve as a customer advocate in driving industry best practices and contribute thought leadership and best practice around business transformation.

Who You Are

1. Senior level relationship management: Establish and maintain long term C-level Relationships; Credible C-level Advisor/Coach.
2. Technology acumen: Knowledge of Cisco technology solutions especially within the Security suite.
3. Customer focus and Service Management: Focus on Customer Success. Proven track record of applying service management skills in customer engagements.
4. Strategic thinking: Strong business acumen; Think Strategically and Innovate.
5.Execution: Escalation Management; Experienced and mature decision-maker; Account portfolio planning and prioritization.
6. Communication skills: Possess excellent verbal and written communication skills; excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed.
7. Consulting skills: Ability to understand customer needs and help integrating Cisco Security solutions into customer business processes.
8. Preferred skills: Extensive relevant work experience in a management consulting firm preferred. Proven effectiveness at leading and facilitating executive workshops with Proven experience in managing large, complex project implementations; Knowledge of Cisco's business model preferred, but not required.

1. Postgraduate required, MBA would be an advantage.
2. Relevant technical knowledge in Security. CISSP would be an advantage.
3. 8+ years of relevant industry experience, senior management experience within a technical organization preferred.
4. ITIL certification beyond ITIL Foundation, ITIL Expert certification preferred.
5. Executive level communication, consultative and presentation skills are essential.

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.
We Are Cisco.

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