CX Cloud Insights Manager

  • Location:
    Minato, Japan
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1339888


Please note this posting is to advertise potential job opportunities. This exact role may not be open today but could open in the near future 



本ポジションは、弊社カスタマー・エクスペリエンス(CX)事業部内のInsights and Innovationというグローバルチームに所属し、お客様・パートナー様へのさらなる価値提供を支援する重要な責務を担います。主にお客様/パートナー様向け運用管理ポータルの担当として、ツールの導入支援から利活用促進のための活動、また開発に対するツールの品質・機能改善のためのフィードバックを行っていただきます。


【職務内容】
1.
お客様と開発チームの間に立ち、お客様からのフィードバックや要件を取りまとめる

2. お客様とCXPM / 開発チーム、プロダクト/UXチーム間のコミュニケーションを促進する

3. 弊社の製品/開発/マーケティングチームに対してお客様の要件や要求仕様を伝え、ギャップをレポートする

4. お客様やパートナー、弊社現場担当チームと協業し CX Cloud (弊社ツール)の活用を促進する

5. お客様第一の思考を浸透させるべく、複数領域にわたる技術、製品チームとのコミュニケーションにおいてお客様の代弁者として活動する

6. 常にお客様に喜びを提供し、プログラム拡大時にもそれが実現出来るよう顧客体験の改善に努める

7. 事例化や製品/UXチームとの会話において適切なお客様を特定することに責任を持つ


【このポジションの魅力】

・グローバルチームの一員として国内外のメンバーと働くことができる

・製品の第一人者として活動できる

・国内の幅広いお客様を担当することができる

・技術力、お客様との折衝力、グローバルとの交渉力などを磨くことができる

・リモートワークを含む柔軟な働き方が実現できる



【必須(MUST)】

・ネイティブレベルの日本語話者であること

・流暢な英語での会話が可能であること

5-7年以上のIT業界における顧客対応経験(大規模のお客様が望ましい)

・カスタマーサクセス領域への関心

・技術的な素養・関心


【歓迎(WANT)】

・弊社製品ポートフォリオに関する幅広い理解

IT 運用管理業務(ITILなど)に関する知見

・数年以上の留学経験や海外での業務経験

・営業組織、技術組織との横断的なチームワークとその実績(営業経験、プリセールスSE経験など)

SaaSのカスタマーサクセス領域における経験


【求める人物像】

・お客様の課題を特定し、解決に向け周りを巻き込んで物事を推進できる方

・積極的にグローバルとの交渉を行うコミュニケーション力と粘り強さを持った方

・論理的な思考能力




Who We Are?

Cisco’s Customer Experience (CX) organization is one of Cisco’s fastest growing teams, and the CX Engineering & Product Incubation organization is redefining how Cisco delivers value to our customers & partners via our product portfolio. This team is charged with driving the digital experience and automation strategies for CX SaaS products.


What You'll Do

As part of the Insights and Innovation team, you will lead customer engagements to understand their goals, initiatives, and desired business outcomes. Leveraging these experiences, you will translate key customer insights, feedback, and information into meaningful intelligence to drive improvements to CX Engineering processes, products, and results by serving as the voice of the customer in both business and technical contexts. You will work cross-functionally and across internal and external partner groups to develop, implement and handle programs supporting customer onboarding, adoption, and engagement across CX Engineering products lines.

Using your experiences and expertise in both technical and customer-facing capacities, you will develop methodologies, approaches, and change management strategies that facilitate the adoption and execution of customer and field feedback, adoption, and engagement. You will embed and enable with other teams across CX to develop, enable and support customer success in product adoption. You will bring coherence, simplification, and coordination across partners by elevating the customer's voice and proactively identifying and removing barriers to customer and partner adoption of Cisco CX Customer and Partner SaaS product offerings.


Responsibilities include:

  • Serve as a liaison coordinating with both customers and engineering to bring together feedback, technical data, and requirements to make it meaningful.
  • Facilitate communications, processes, and tools for customer feedback between customers, CX PMs & Engineering, and Product & UX teams.
  • Articulate customer requirements/specifications and report gaps to Cisco’s product, engineering, and marketing teams.
  • Drive customer CX Cloud adoption by engaging with customers directly, partners, cisco field, and tools to increase usage.
  • Advocate customers in conversations with cross-disciplinary technical and product teams to grow the influence of customer-centric experience thinking.
  • Improve customer experience, so we are delighting our customers every step of the way and help develop ways to ensure this happens 100% of the time as we scale programs.
  • Responsible for identifying customers for our reference program, advisory boards, and conversations with product & UX teams.


Who You'll Work With

You will be a core member of the Insights and Innovation team and work cross-functionally with CX Engineering, PMO, Product Management, Customer Success, Sales & Marketing, and greater Cisco partners in this role. The team is responsible for defining the strategy, processes, tools, and mechanisms for scalable customer and partner feedback gathering driving onboarding, adoption, and engagement with CX Engineering products, and collaborating across CX teams to make our customers successful.

This role will work closely with the CX field team and customers to drive the adoption of all the architectures in the CX Cloud, define tasks to be automated allowing for scale, implement feedback processes and tools resulting that lead to meaningful insights for product development and delivery stakeholders.


Who You Are

You are an excellent teammate with a track record of success in leading development and go-to-market strategies for data-intensive SaaS applications in consumer and enterprise contexts. You are self-directed and comfortable in ambiguous, fast paced environments with demonstrated abilities in getting things done. You'll bring high energy, confidence and will articulate the CX SaaS product capabilities and customer value to our key partners. You will display strong written and verbal communication skills as well as active listening skills. You will bring a flexible, agile, creative thinking, problem-solving, aggressive, can-do attitude to work daily. You are someone that performs well under pressure, can prioritize effectively.


Minimum Requirements:

  • Must speak proficient Japanese.
  • 5-7 Years Customer Facing Experience with enterprise customers
  • Customer Success, Business Development, and/or Sales experience in driving technology adoption and change management with SaaS-based products
  • Customer-first attitude and serve as the voice-of-customer back to CX so critical feedback is collected and acted upon.
  • Experience driving and capturing measurable business outcomes


Desired Skills

  • Broad knowledge of our architectures and solutions
  • Ability to identify customer problems, help customers prioritize business outcomes and strategy to achieve.
  • Identify customer key engagement partners
  • Cross-functional teamwork in both technical and business capacities
  • Ability to serve as the “voice of the customer” with senior technical leaders and managers so critical feedback is gathered and impacted upon


We Are Cisco

#WeAreCisco, Each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take the difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

Share