Cisco Customer Experience Manager Service Provider 

Japan, Minato 

403542909

• 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。

• 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.

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

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).