Customer Experience Customer Success Specialist - Security

Cisco; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

Cisco is looking for a Customer Success Specialist in Kuala Lumpur who will serve as a strategic advisor and technical expert. In this role, you will lead engagements to accelerate product adoption, ensuring customers realize value from their Cisco investments.

The ideal candidate should have 3–5 years of experience in technical consulting, a degree in Engineering or Computer Science, and knowledge of Cisco's security products.

Qualifications

• 3–5 years in technical consulting or security-focused customer-facing roles.
• Foundational knowledge of Cisco Secure Access, Umbrella, DUO, and ISE.
• Exposure to Next Generation Firewall (NGFW) and foundational security feature sets.

Responsibilities

• Lead high-impact workshops and sessions tailored to customer needs.
• Document adoption plans and ensure alignment among project collaborators.
• Identify and mitigate adoption risks throughout the customer journey.

Skills

Knowledge of Cisco Secure Access

Customer-facing technical consulting

Experience in security roles

Education

Bachelor’s degree in Engineering or Computer Science

Tools

CCNA

CCNP

Job description

Meet the Team

The Cisco Customer Experience (CX) organisation is one of Cisco’s fastest‑growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments. We work at the crossroads of technical knowledge and business understanding, partnering with customers to improve how they operate and achieve outcomes that matter to them. The Customer Success Specialist (CSS) team is a collaborative group of technical advisors who bring deep product knowledge and a genuine curiosity about customer success; we work side‑by‑side with customers to guide them, not from the sidelines. We are part of a global community that shares adoption approaches and learning across three areas of focus: Networking, Security, and Cloud & AI Infrastructure. If you enjoy working through sophisticated technical challenges, contributing to how Cisco’s products improve over time, and collaborating with curious, knowledgeable colleagues, this team is a great fit.

Your Impact

As a Customer Success Specialist, you will serve as a strategic advisor and technical expert, leading targeted engagements that accelerate product adoption and drive measurable business value for Cisco’s customers. You will lead the full adoption journey, from baselining customer environments and building onboarding roadmaps to facilitating executive‑level workshops and providing feedback that directly crafts Cisco’s product roadmap. Success in this role means customers move from purchasing a solution to actively realizing its value, with you as the trusted guide at every step. Your influence extends well beyond individual engagements: as the “voice of the customer,” your insights will advise Cisco Engineering and Product Management on challenges and opportunities across the product portfolio.

• Lead high‑impact workshops, Expert‑Insight‑Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption, while proactively providing feedback to CX Product Management to improve these offerings.
• Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between purchasing a Cisco solution and achieving their desired business outcomes, including baselining environments and developing comprehensive onboarding journeys.
• Identify and mitigate adoption risks, such as low technical usage or integration barriers, by handling customer expectations and resolving issues promptly to ensure a successful customer journey.
• Document adoption plans, site matrices, and multi‑functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle.
• Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco validated designs to ensure successful, long‑term product utilization.

Minimum Qualifications

• Solutions: Foundational knowledge of Cisco Secure Access, Umbrella, DUO, and ISE.
• Lifecycle: Understanding of verifying requirements post‑onboarding and the transition to initial product utilisation.
• Awareness: Exposure to Next Generation Firewall (NGFW) and foundational security feature sets.
• Experience: 3–5 years in technical consulting or security‑focused customer‑facing roles.
• Education: Bachelor’s degree in Engineering or Computer Science.

Preferred Qualifications

• Certifications: CCNA or CCNP preferred.
• Experience contributing to the broader professional community, such as through shared frameworks, external presentations, or published thinking.
• Experience supporting the development of senior technical specialists and contributing to team‑wide capability.
• Breadth of experience across multiple technical tracks (Networking, Security, Cloud & AI Infrastructure), with the ability to draw on cross‑domain knowledge in customer conversations.