Who You Are 

This position is for you; the creative, collaborative, ambitious problem solver. You’re innately curious, empathetic, and organized so you can wear multiple hats each week. You let your work speak for itself, as you tend to go the extra mile to achieve your goals. You’re passionate about helping others, and influencing effectively, and you believe in sharing what you learn with those around you. 

What You’ll Do  

As an Umbrella Customer Success Manager, you will act as a trusted advisor and work with new and existing accounts to ensure they are successful and delighted by Umbrella’s products and services. Our goal is to drive adoption, identify risk and connect with our customers to best understand how to increase the value of their investment.  

Now, this is slightly different from your typical Customer Success role. Our engagement model is a mix of both personal and digital touch points in order to manage our book of business at scale. We apply the best of both worlds to be agile and strategic in our approach to customer engagement. For personal touch points, you will utilize account management, and relationship-building skills, to help increase the product value for each selected customer. For our digital touch, you will focus on data telemetry and customer insights to develop proactive communication and programs for the masses.  

To succeed, it is crucial we work with our outstanding counterparts at Cisco. This role lets you interact with all parts of the business. Not only does it require customer interactions, but it. also puts you in direct contact with Product, Sales, Renewals, Marketing, Engineering, UX, and Support. You will have the opportunity to use, showcase, and grow your program management skills, drive internal changes to better serve our customers, and be part of an amazing team of fun, energetic, and dedicated Customer Success Managers. 

Responsibilities  

• Drive 1 to many programmatic efforts for the product, inclusive of services adoption, utilization, and growth, working collaboratively with Cisco internal teams (specialists, support, etc.), account teams, and partners.  
• Research, collaborate, and implement new success programs for scale that increase customer engagement and rate of renewal associated with the segment. 
• Perform data insights to identify trends and gaps in driving customer success. 
• Collaborate with the digital success teams, business units, and product management teams to build digital campaigns aligned with customer needs. Provide the content and resources needed to accelerate customer business. value. 
• Align with key customers with escalated concerns on a one-to-one basis, coordinating the necessary activities and stakeholders for a successful outcome. 
• Align and collaborate with business units and enablement teams to deliver packaged end-to-end customer success blueprints and supporting assets (adoption strategy, change management plans, success review) to partners and customers. 
• Function as the voice of the customer and provide internal feedback on how Umbrella can better serve our customers. 
• Convey relevant features/functionality to customers for their specific business needs. 
• Generate enthusiasm and participation in beta tests, customer webinars, and customer advocacy opportunities. 
• Help identify and work with account teams on cross-sell and up-sell opportunities. 
• Support the improved utilization and realized the value of low-adopting customers. 
• Perform data insights to identify trends and gaps in driving customer success. 
• Manage key customer escalations to successful outcomes. 
• Design strategies to improve customer health scores. 
• Ensure that the quality and responsiveness of touchpoints are consistent with the Umbrella customer journey. 
• Track accounts to identify churn risk and take action to eliminate that risk. 
• Build value-based relationships with customers. 
• Work closely with Product and Engineering to identify improvements to the Success methodology. 
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business. 
• Help identify and work with account teams on cross-sell and up-sell opportunities. 

 Skills  

• 2+ years of work experience in an equivalent capacity 
• Excellent communications skills (both English and Japanese)  
• A true passion for customers and customer success
• Experience with SaaS-based applications and services    
• Experience working with Salesforce.com / Gainsight a plus 
• Self-Starter/ High Energy / Positive Attitude / Customer Focused / Detail Oriented
• Bachelor’s Degree or equivalent experience 
• Strong customer service, management, listening, and presentation skills 
• Ability to balance multiple disparate tasks 
• Strong experience utilizing Excel

Who We Are  

Cisco Security – at Cisco we deliver 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.  

Why Cisco 

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do – you can’t put us in a box! But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) 

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take the difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. 

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world-changing? Be you, with us!