Customer Experience Customer Success Specialist - NX

職務概要

この役割は、AIを活用した洞察と顧客環境・導入状況の深い理解をもとに、ソフトウェアの導入促進と価値実現を支援し、契約更新やビジネス成長につなげることを目的としています。

主なミッション

• 技術的な導入計画（TAP）を戦略的に策定・推進し、顧客の目標に沿ったCisco技術の最大活用を促進します。
• 導入進捗の確認や成果達成に向けたワークショップを主導し、成功したオンボーディングと契約更新を実現します。
• 1対多の技術啓発セッション（Expert Insight Series）を企画・実施し、最新のCisco技術や業界動向を踏まえた専門的なガイダンスを提供します。
• 顧客や社内関係者と連携し、AIや戦略的洞察を活用して導入促進や製品改善に貢献します。

主な業務内容

戦略的導入計画の推進

• 大規模かつ複雑な顧客導入において、AI分析を活用しながら技術的な導入戦略を策定・実行します。
• 複数チーム間での導入計画の統合を管理し、アカウント戦略と連携させます。
• 導入状況のレビューや市場動向の分析を行い、計画を更新します。
• 営業やCXリーダーと協働し、契約更新や拡大に向けた導入ジャーニーを共創します。

顧客対応とアドバイザリー

• 顧客の上級リーダーに対し信頼されるアドバイザーとして、Cisco技術とビジネス成果の整合を支援します。
• カスタマイズした技術啓発やワークショップを主導し、多様な顧客ニーズに対応します。
• 複雑な技術内容をわかりやすく伝え、顧客の理解を促進します。
• 複数の関係者を巻き込み、一貫した顧客体験を提供します。

技術専門性とエバンジェリズム

• 複数製品にまたがる深い技術知識を持ち、AIや高度なテレメトリを活用した複雑な検証環境を設計・運用します。
• フィールドからのフィードバックを製品改善に繋げる技術伝道師として活動します。
• 1対多の技術シリーズを企画・実施し、その効果を測定します。

リーダーシップと横断的連携

• 複数チームや地域にまたがる顧客成功プログラムのビジョンと方向性を示し、AIによる生産性向上を推進します。
• グローバルなベストプラクティスの展開や顧客成果の向上に向けた横断的な取り組みをリードします。
• シニア人材やチームリーダーのメンターとして、複雑な顧客課題や組織戦略を支援します。
• CSSコミュニティの代表として、計画や意思決定の場に参画します。

必須条件

• 日本語が流暢であること
• 8年以上の関連経験（修士号や博士号保持者は経験年数が少なくても可）
• CCIEなどの専門的な資格または同等の業界認定資格を有すること

※こちらは本ポジションの概要を表した日本語版です。さらなる詳細は以下の英語版をご覧ください。

Role Overview

Mission: This role ensures the adoption of software and value realization that lead to successful renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies.

Strategic Planning: It proactively develops and orchestrates technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize technology investments and promote the full utilization of Cisco technologies, with designated CSSs typically owning TAP creation and pooled CSSs contributing architecture-specific expertise. The position facilitates alignment workshops to review adoption progress and drive expected customer outcomes and benefits, resulting in successful onboarding, adoption, and renewals.

Impact & Evangelism: It drives scale impact by creating and delivering advanced 1:many technical enablement Expert Insight Series, stays current with the latest Cisco technologies including AI advancements, the competitive landscape, and industry trends to provide expert guidance, and participates in stakeholder workshops to articulate the state of the adoption business, including common barriers and market trends.

The role is also involved in 1:1 customer engagements and community events, supporting Customer Experience Managers (CXMs) and Customer Success Managers (CSMs) in TAP and execution, while influencing executive and customer technical decision-making and fostering trusted advisory relationships. Additionally, the position collaborates with Customer Success Teams, Accounts, Sales, Partners, and others in GTM, leveraging AI and strategic insights to enhance customer adoption, address product concerns, and identify use cases that drive value and business outcomes. It acts as a technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements, and leads collaboration with Product teams to address systemic product challenges identified by customers, driving usability and serviceability enhancements.

What You'll Do:

1. Strategic Adoption & Planning

Drives strategic, technical and complex adoption strategies across large, strategic customer segments, managing high-complexity enterprise deployments where AI-analytics inform both planning and execution.
Oversees TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions.
Runs adoption business reviews (state of usage, blockers, market trends) and updates TAPs, integrating AI analytics to highlight trends and forecast needs.
Partners with Sales and CX leadership to co-create adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals.

2. Customer Engagement & Advisory

Acts as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes.
Regularly leads customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and cross-functional onboarding programs.
Communicates complex details in meetings or workshops, tailoring content for varied audiences to achieve clear understanding.
Participates in events like roadshows or technical sessions, using advanced setups to demonstrate solutions and follow through on action items.
Manages adoption across multiple stakeholders and teams, ensuring consistency and quality of customer experience.

3. Technical Expertise & Evangelism

Demonstrates deep knowledge across several products in a secondary architecture.
Integrates advanced telemetry and AI models, designs and runs complex labs (multi‑domain, multi‑site) to de‑risk deployments; documents “known good” patterns.
Acts as Technology Evangelist, turns field signals into product improvements, owns some high‑value asks, builds the case, and follows through to resolution.
Designs and leads 1:many series; measures reach and impact.

4. Leadership & Cross-functional Collaboration

Sets vision and direction for customer success programs across multiple teams or regions, integrating AI-driven productivity insights to accelerate results.
Leads cross-functional initiatives to scale best practices globally and improve customer outcomes.
Mentors senior IC talent, team leads, and managers, providing guidance on complex customer situations and organizational strategy.
Represents CSS community and interests in planning and decision-making forums.

Minimum Qualifications

Language: Fluent Japanese
Experience: 8+ years of experience (or fewer years with a Master’s/PhD degree)

Certifications: Expert-level (e.g., CCIE) or equivalent industry certifications

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Why Cisco?

Cisconians power the future. We make impact as a team, innovating fast and fearlessly to create meaningful solutions on a large scale. The depth and breadth of our technology doesn't just benefit our customers – it also means limitless opportunities for us to experiment and learn. We understand the power each of our unique backgrounds bring when we work together. Because of that, we have a global network of thinkers, doers, experts, and curious creators who help one another do their life’s best work.