Customer Experience Customer Success Specialist - Duo Security

Application window is expected to close on 10/12/24. The location for this requisition is San Francisco, CA. Candidate MUST BE within the Bay Area, United States.Duo Security, now part of Cisco, is the leading multi-factor authentication (MFA) and secure access provider.With the Most Loved Company in Security and the global leader in network technology joining forces, there are more exciting opportunities than ever to be at the forefront of securing the cloud.Our mission is simple: democratize security by making it easy and effective for everyone. We're transforming security from the ground up by solving the world's most pressing geopolitical challenge - safe, secure information access.We believe that impactful work is rewarding work and that our team is at its best when everyone feels empowered to bring their whole self to work. We learn together by hiring for cultural contribution, not cultural fit, and recognize that diversity in background and thought are essential to building high-impact teams.Minimum Qualifications:2 Years in a Customer Facing Proactive Role, (ie. customer success manager, account manager)Demonstrated experience presenting to executive level stakeholdersDemonstrated experience working in a KPR driven environment (ie. churn mitigation and increased adoption)Your responsibilities will include:Driving the ultimate success of your customers, including their onboarding experience, ongoing feature adoption, and renewals.Ensuring that customers derive maximum value from their investment in Duo and fully use their subscriptions and services on an ongoing basis.Providing recommendations based on customer's infrastructure and use cases, process feature requests, and engage customers in product betas, case studies, and webinars as applicable.Proactively identifying new opportunities for expansion and up-sell opportunities across your book of business by collaborating with the sales team to ensure subscription growth and increased solution footprint.Driving seamless onboarding processes and working cross-functionally with our support and services team to proactively lead successful deployments.Developing and implementing tailored strategies that provide continued value to the customer, ensuring renewals and driving long-term account growth.Translating customer sentiment to internal teams and appropriately advocating for strategic product decisions.Developing and fostering a trusted advisor relationship to establish and maintain credibility.The skills you have:Effective Communication + Ability to Influence:

You can demonstrate active listening, synthesize information, effectively communicate, and present with confidence and empathy to varied internal and customer stakeholders.Building Collaborative Relationships:

You can proactively collaborate with internal & customer stakeholders to identify opportunities, address challenging situations, support customers through incident response situations.Active Learning and Continuous Improvement:

You are curious and can continuously learn about product features and functionality.Self Awareness:

You possess self-awareness and own accountability for responsibilities & commitments.Project Management:

You can execute standardized processes and tools to document customer objectives and project the health of an entire book of business.Strategic Planning and Account Management:

You can develop and execute strategies for a customer portfolio.Team Player:

You can proactively contribute to a positive environment that values people and work.Duo is committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees.Finally and most importantly, we are a proud Equal Opportunity Employer.

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