Customer Success Operations Analyst

  • Location:
    San Francisco, California, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
  • Job Id
What You’ll Do
We’re looking for a motivated and detail-oriented person to support the daily operations of our Cloud Security renewals teams.

Who You’ll Work With
As a member of this team you will work with both security subject matter experts on the team and the customers of the team to uncover needs, develop solutions, and maintaining long lasting relationships. You will work closely with the Umbrella and CloudLock teams to create documentation, provide training and helpdesk support for the renewals account managers.

Who You Are

Training & Enablement

*Develop and execute a training plan to support the Channel Renewals initiative and Cisco route-to-market renewals.

*Provide cross-training support for renewals teams to become equipped to support both Umbrella and CloudLock product lines.
*Lead new employee on-boarding which include training of systems, products, processes and utilizing process documents posted on internal resources.
*Ongoing training support for existing employees on current and new systems, products and processes.
*Provide knowledge management by developing and maintaining documentation and job aids for current and new systems, products and processes.  
*Assist with coordinating all T&D resources within Customer Success

Renewals Sales Operations

*Sales Operations resource for the renewals team by being the first line of support for quote management, territory maintenance and process troubleshooting.
*Work with Business Systems, Sales Ops, and Finance to resolve system issues, work through complex upsells with the field sales teams, and any accounting related escalations that may occur.

Education & Experience:
BA/BS Degree (or equivalent) in a related discipline
2 to 4 years of experience working in a reporting and troubleshooting 
Proficiency with Salesforce permissions, roles, reports and dashboards
Exceptional communicator, strong attention to detail and organizational skills
Excellent problem solving skills
Experience dealing with training/documentation for processes
Proven ability to work cross-functionally to understand business needs and translate them to effective use of applications
Prior experience in a SaaS or subscription-based business preferred
Prior experience working with Zendesk, Zuora, or Gainsight preferred
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.

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!