Solution Success Enablement Manager

  • Location:
    San Jose, California, US
  • Additional Location(s)
    Alpharetta, GA, US
  • Area of Interest
    Business Strategy and Operations
  • Job Type
  • Technology Interest
  • Job Id

Solution Success Enablement Manager

Location: San Jose

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


What You’ll Do

Cisco’s Security Business Group designs, builds, and delivers market leading security products. The Customer Success Solutions Enablement Manager works with the customer success product management team to define the customer experience and required capabilities that will ensure our customers realize the full value of our products, services, and technologies. The Enablement Manager is responsible for engaging with the various go-to-market groups necessary to deliver on the solution value proposition and business outcomes. You will do this by working together to determine offer alignment, incentives, programs, promotions, etc. Specifically, this involves working with Cisco Services, Sales and Partner teams, and the Global Virtual Sales & Customer Success organization. This position also manages outputs, holds cross-functional reviews, and provides feedback to the Security Business Group. This position is accountable directly to the senior Customer Success management leaders of the business group.

Key deliverables include

  • Product Enablement Plans
  • Defined SLAs per Product
  • Vendor Management Status
  • Product Specific Outcome Data
  • Delivery Performance Metrics
  • Field Feedback mechanisms to drive improvement (product, service, operations)

Who You’ll Work With

  • Work with the Customer Success Product Managers to document the customer experience necessary to ensure our customers realize the value proposition and business outcomes from our solutions
  • Create the internal enablement plans and capabilities that ensure a differentiated customer experience that leads to value proposition fulfillment and realization of business outcomes from our solutions
  • Enable go-to-market groups to deliver outcomes by working together to determine optimal operating model, offer alignment, incentives, programs, promotions, etc: Sales, Technical Assistance Center (TAC), Advanced Services (AS), Global Virtual Sales & Customer Success (GVS&CS), Marketing, Learning at Cisco, Finance, Partners/Channel, etc.
  • Create and manage the operational metrics necessary to evaluate the effectiveness of each go-to-market group
  • Ensure adherence to the business commitments made by each go-to-market group
  • Collect feedback from customers and go-to-market groups to implement changes that will accelerate the customer’s value realization of their solutions, services, and technologies
  • Identify opportunities to improve business process, streamline the customer experience, and improve overall efficiencies of the integrated customer success operational model
  • Be a champion for the customer success philosophy across Cisco and in the industry
  • Assist customer success Product Managers in the definition and continued refinement of the customer’s journey mapping and ultimate customer experience definition
  • Identify and champion new capabilities, industry best practices, and opportunities to improve the customer experience
  • Create feedback loop to the various Cisco operational entities to drive continuous product, business, and post sales customer experience improvements
  • Identify opportunities to change the business process to ensure an outstanding customer experience
  • Implement initiatives to accelerate customer adoption of new security features and releases

Who You Are

  • At least 10 years’ experience in a customer facing customer success position, management of a post sales operational entity (services, support, learning and development, etc.) or other technical customer facing role
  • Experience working with/building cross-functional teams to deliver customer success based value acceleration programs
  • Working knowledge of more than one of the primary security technologies and applications (firewall, intrusion prevention, security management, SEIM, endpoint detection & response, advanced threats)
  • Ability to work with teams across international time zones and complex cross-functional groups
  • BA/BS degree in computer science, electrical engineering or related experiences, MBA a plus

Requested Attributes

  • Exemplary listening skills and exceptional negotiation and persuasion skills; Proven performance and success in these areas
  • Strong customer orientation with the ability organize and champion key initiatives and projects for product development
  • Practical ability to trade-off competing priorities with both customer outcomes and  best return on development resource in mind
  • Self-motivation, proactive, eager and willing to work collaboratively with stakeholders in services, finance, engineering, sales, channels, and IT
  • Strong written and oral communication skills, with ability to articulate complex technology and decisions simply
  • Knowledge of network security industry is preferred but not required

Desired Skills

  • Journey Mapping
  • Customer Interaction
  • Customer Escalation Management
  • Product Development Domain Knowledge
  • Customer/Product Adoption Best Practices
  • Requirement Writing
  • Competitive Analysis
  • Product Positioning
  • Presentation Skills
  • Written and Oral Communication
  • Cisco Sales and Channels Domain Knowledge
  • Cisco Technical and Advanced Services Domain Knowledge
  • Cisco Security Products Domain Knowledge

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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