11 hours

Customer Success Product Manager - Network Security

Cisco Systems Inc.
San Jose, US
  • Job Code
Customer Success Product Manager - Network Security

Customer Success Product Manager - Network Security

  • Location:
    San Jose, California, US
  • Additional Location(s)
    San Jose, CA
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do 

We are looking for a Product Manager to join our team to continuously assess Cisco offerings to ensure that customers are successful in their adoption and use - aligning teams, resources, and decisions as needed to achieve positive customer outcomes. 

  • In this position, you will drive and represent the Customer Success function as it pertains to a portfolio of Cisco's network security products and processes.  
  • You will be responsible for accelerating customer adoption and consumption of new security features and releases, improving our customer lifetime value.
  • You'll define and maintain health score metrics and reporting, test customer journey maps, and ensure that enablement assistance from Cisco is successful.
  • You'll assure usage telemetry, success monitoring and reporting are implemented to BU expectations.
  • You'll proactively measure renewal rates, sources of renewals friction, and adoption metrics and drive the team to address issues.
  • You'll benchmark Cisco customer success efforts against competitors for a set of products.
  • You'll represent subscription renewals business inputs for business reviews, executive reporting, and financial trending.

Who You'll Work With
You'll collaborate with a broad group of stakeholders within and outside Cisco's Security Business Group, including Customer Success Managers and Product Managers.

  • You'll collaborate with central Customer Success, PM and Engineering teams to define and maintain health score metrics and reporting, test customer journey maps, and assure that enablement assistance from Cisco is successful.  
  • You'll work with the UX team to design and deliver customer success-initiated improvements in usability, supportability, and workflow simplification. Y
  • You'll collect information from and represent customer success areas for services, finance, engineering, sales, channels, and IT. 

Who You Are
At minimum, we expect you to have at least 5 years' experience in product management, customer success, or a related technical customer facing role. A BA/BS degree in computer science, electrical engineering or related experiences is expected; an MBA is extremely valuable.

  • Ideally, you have prior experience in a clearly defined customer success function within or outside Cisco.  This is not required but is extremely valuable for this role. You have prior experience with journey mapping.
  • You have exemplary listening skills and exceptional negotiation and persuasion skills, with proven performance and success in these areas.
  • You can demonstrate strong written and oral communication skills, with ability to articulate complex technology and decisions simply.
  • You have experience in building, designing, or delivering software in an agile-driven development model.
  • You have an strong customer orientation with the ability to organize and champion key initiatives and projects for product development.
  • You have the ability to travel up to 10% of the time.
  • You have knowledge of some of the primary security technologies and applications (firewall, intrusion prevention, security management, endpoint detection & response, advanced threat).  
  • Ideally, you have knowledge of Cisco sales/channel/product functions and process - by no means required but helpful. 
Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco


Posted: 2018-10-18 Expires: 2018-11-17

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Customer Success Product Manager - Network Security

Cisco Systems Inc.
San Jose, US

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