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カスタマーエクスペリエンスマネージャー（サービスプロバイダー）

※ご自身が期待される人物像に完全に当てはまる方は勿論、一部がご自身の強みであり、他の部分をこの役割を通して身に付け、新たな強みにされたいと考える方、是非ご応募ください。

あなたが行うこと

カスタマーエクスペリエンスマネージャーとして、私たちのお客様にCiscoのテクノロジとサービスの最大限の活用を推進し、それによって得られる価値を享受いただき、私たちの事業の成長を促進する重要な役割を果たします。

あなたはお客様へのCXの主たる窓口であり、エンドツーエンドでの責任を持ちます。お客様のビジネスおよび技術的な目指すところ理解し、それを達成するための戦略を立案します。お客様と合意した成果を提供する責任を負います。お客様の経営陣および技術パートナーとエンゲージします。

• ソフトウェア、サービスの活用と価値の実現を推進し、確実なリニューアル並びにビジネス成長を導きます。カスタマージャーニーを通して、更新リスクを積極的に管理、軽減し、リニューアルチームと連携してリスクインサイトとアドプションアクションプランを活用し、お客様のリテンションレートを高めます。

• お客様の経営陣に対し、および技術的な面での強い影響力を維持し、彼らのビジネス上の課題と目標を理解します。

• Cisco内でお客様の代弁者として行動し、彼らのニーズが満たされ、高品質なカスタマーエクスペリエンスの享受を確実なものにします。

• カスタマーサクセススペシャリストと協力してお客様の目標に即した技術採用計画を構築および実行し、技術投資を最大化し、当社の技術の完全な活用を促進します。

• デリバリー、パートナー、アーキテクチャ、およびカスタマーサクセス導入計画実行と連携した、E2Eカスタマープランを立案します。

• お客様とCiscoの製品チームの間でテクノロジーの伝道者として行動し、製品開発と強化のためのフィードバックを提供します。

あなたが一緒に働く人々

この役割では、お客様の技術および運用リーダーと経営陣と連携し、デリバリー、エキスパートケア、テクニカルサポート、カスタマーサクセス、リニューアル、およびパートナーを含むリソースを調整して価値の実現を推進します。販売、リニューアル、SDAチーム、およびディールアクセラレーションチームと協力し、ARRおよびサービスの成長を支援します。

期待される人物像

あなたは、カスタマーサクセスと先進技術への追従に強いバックグラウンドを持つ戦略的な問題解決者です。優れたコミュニケーションおよび関係構築スキルを持ち、お客様とのパートナーシップを構築および発展させることができます。

財務を管理し、戦略的な投資決定を行う能力を持ちます。ソフトウェアおよびサービスの採用を推進し、更新リスクを軽減し、お客様への専任性を向上させる実績があります。Cisco、当社の技術、および業界の状況を深く理解し、テクノロジーの擁護者として行動します。

必須要件

• テクノロジー業界での5年以上の経験と財務の理解

• IT/インフラストラクチャ、ソフトウェアおよびサービスソリューションの良好な理解

• お客様との関係を築く能力

• クロスファンクショナルチームをドライブしてお客様に成果を提供する能力

• 流暢な日本語、ビジネスレベルの英語

What You'll Do

As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You're the primary CX point-of-contact for customers taking end-to-end ownership. You will understand their Business and Technical objectives and develop strategies that will enable them. You will be responsible for ensuring we deliver customer aligned outcomes. You will engage with both executives and technical partners within the customer.

• Drive adoption of software, services and value realization leading to successful renewal and growth. Proactively manage and mitigate renewal risk throughout customer journey and in alignment with Renewals team, leverage risk insights and adoption action plans to increase customer retention rates.

• Develop and maintain strong executive and technical influence with customers and understanding their business challenges and objectives.

• Advocate for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.

• Accountable for financials including services revenue and margin and making needed strategic financial decisions.

• Build and implement Technical Adoption Plans in partnership with CSS that align with customer goals to maximise their technology investments and promote the full use of our technologies.

• Build E2E Customer plan aligning Delivery, Partner, Architecture, and Customer Success adoption strategy and execution

• Lead Customer Value Workshops and QBRs to review adoption progress and drive customers outcomes and benefits expected from Cisco products resulting in successful onboarding, adoption and renewals.

• Be a Technology Evangelist between customers and Cisco’s product teams, providing feedback to advise product development and enhancements.

• Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers.

Who You'll Work With

In this role, you'll partner with Customer Technical and Operational Leaders and Executives, orchestrating CX resources across Delivery, Expert Care, Technical Support, Customer Success, Renewals, and Partners to drive value realization. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.

Who You Are

You are a strategic problem solver with a strong background in customer success and technology adoption. You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers. You're adept at managing financials, and making strategic investment decisions. With a proven track record of driving software and service adoption, mitigating renewal risks, and improve customer dedication. You have a deep understanding of Cisco, our technology, and the industry landscape, while acting as a Technology Advocate.

Minimum Requirements

• 7+ years experience in the technology industry & understanding of financials

• Good understanding of IT/ Infrastructure, Software & Services solutions

• Demonstrated ability to build relationship with customers

• Ability to drive cross functional teams to deliver customer outcomes

• Fluent Japanese

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.