Solution Success Product Manager

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

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.

Who You'll Work With

Cisco’s Security Business Group designs, builds, and delivers market leading security products. Within the team, the Product Management Solution Success Manager defines the ultimate post sales experience that enables customers to accelerate the value realization of our products and technologies.  This position continuously assesses Cisco processes and offers, to ensure customer outcomes are predictably and efficiently achieved - through aligning teams, resources, and decisions as needed to drive improvement. This position is accountable directly to the senior product management leaders of the business group.

Key deliverables include
  • Customer Journey Maps
  • User Stories 
  • Product Feedback Tracker 
  • Product Specific Outcomes / KPIs
  • Product Specific Enablement Plans

What You'll Do
  • Work and collaborate with Security Product Managers to prioritize Customer Success originated feature and enhancements backlog for development
  • Ensure usage telemetry, success monitoring, and reporting are implemented to BU expectations 
  • Work and collaborate with Technical Services Product Managers, Advanced Services Product Managers, and Learning and Development Product Managers to ensure effective market adoption, optimal customer journey map alignment, successful offers, and achievement of customer outcomes
  • Work with Enablement Managers to create and drive the enablement plans for the business
  • Work and collaborate with delivery teams (CuSMs, TOS, DSM, AS) to validate customer journey maps, monitor technical onboarding, and assure that enablement assistance from Cisco is successful
  • Create feedback loop to the various Cisco operational entities to drive continuous product, business, and post sales customer experience improvements
  • Work with UX team to design and deliver customer success initiated improvements in usability, supportability, workflow simplification
  • Create user stories, acceptance criteria, and other agile development design and development process artifacts, as needed by the product team
  • Actively measure renewal rates, sources of renewals friction, and adoption metrics and drive cross-functional team to address issues  
  • Develop business and product based KPI’s that measure the post sales success of customers and of Cisco
  • Benchmark Cisco customer success efforts against competitors for a set of products
  • Represent subscription renewals business inputs for business reviews, executive reporting, and financial trending
  • Drive initiatives to accelerate customer adoption of new security features and releases
  • Engage customers in direct market research activities

Who You Are
  • At least 5 years’ experience in product management, customer success, or other technical customer facing role
  • BA/BS degree in computer science, electrical engineering or related experiences, MBA a plus
  • Experience leading cross functional teams to deliver meaningful business value
  • Ability to work with teams across international time zones and cross-functional teams
  • Experience in building, designing, or delivering software in an agile-driven development model; Experience as a product owner highly preferred
  • Working knowledge of more than one of the primary security technologies and applications (firewall, intrusion prevention, security management, SEIM, endpoint detection & response, advanced threats)

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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