Customer Experience Principal (Service Provider)

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  • Location:
    Minato, Japan
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1428821

カスタマーエクスペリエンスプリンシパル（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プリンシパルとして、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。


• 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。リニューアルリスクを積極的に管理し、自身のインサイトを活用しお客様保持率を向上させます。

• お客様との強力なエグゼクティブおよび技術的な関係を構築および維持し、彼らの課題と目標を理解し、Cisco 内で彼らのニーズを擁護します。

• 製品およびサービス全体の収益とマージンを含む財務面を理解し、戦略的な投資決定を行います。

• お客様の目標に沿った計画を作成および実施し、彼らの技術投資を改善し、Cisco テクノロジーの十分な活用を促進します。

• Sales、Customer Success、Renewals、Business Entities と協力してユースケースを特定し、ソリューションを設計および提供し、進捗をレビューし、お客様の成果を推進するワークショップを開催します。



あなたが一緒に働く人々 


デリバリ、サポート、製品/サービススペシャリスト、リニューアル、およびパートナーを含む リソースと協業し、シスコサービスの利活用を推進します。また、Annual Recurring Revenue (ARR) および AST の増益を支援するために、Sales、Renewals、サービス営業、Deal Acceleration チームと密接に協力します。



期待される人物像 


あなたはお客様のサービス利活用に情熱を持ち、お客様がサービスデリバリの価値を理解することに秀でています。Sales、パートナー、およびその他周辺チームとシームレスに協力して事業成長戦略を策定および実行することにおいて、相互協力的な環境において成功をさせていけます。結果をリードし、投資決定を最適化する強力な能力により、お客様が Cisco の提供するメリットを完全に実現できるようにします。


 Cisco のテクノロジーおよび提供物に関する高度な知識を持ち、お客様を指導およびサポートし、ビジネス目標を達成するためにソリューションをナビゲートし、利活用していくことを支援します。ARR 成長、収益、およびマージン責任に関する経験により、ビジネスの成功を推進し、お客様および当社組織の両方にとって貴重な資産となります。


お客様関係の育成に対する情熱と戦略的アプローチにより、お客様および組織の目標を達成するための重要なプレーヤーとなります。すべてのお客様との対話が価値を高め、相互の成功を促進する機会であることを確実にすることに専念しています。


必須要件

• テクノロジー業界での 10 年以上の経験および収益とマージンの管理経験

• 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に関する良好な理解

• 顧客との戦略的関係を構築する能力

• 顧客成果を提供するためにクロスファンクショナルチームを調整および推進する能力

• 流暢な日本語、ビジネスレベルの英語


    What You'll Do

As a CX Principal, you will play a pivotal role in driving the successful adoption Cisco technologies and services within our customer organizations, leading to value realization and business growth. You will be the primary CX point-of-contact for customers, taking end-to-end ownership. Your responsibilities will include:

  • Driving software, services adoption, and value realization, leading to successful renewals and growth. Proactively leading renewal risks and leveraging insights to increase customer retention.
  • Developing and maintaining strong executive and technical relationships with customer partners to understand their challenges and objectives, and advocating for their needs within Cisco.
  • Managing financial aspects, including revenue and margin across products and services, and making strategic investment decisions.
  • Building and implementing adoption plans that align with customer goals to improve their technology investments and promote full utilization of Cisco technologies.
  • Collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases, design and deliver solutions, and facilitate workshops to review adoption progress and drive customer outcomes.

Who You'll Work With You will orchestrate CX resources across Delivery, HTEC, TAC, CSS, CXC, Renewals, and Partners to drive adoption. You will also work closely with Sales, Renewals, SDA, and Deal Acceleration teams to assist in driving Annual Recurring Revenue (ARR) and AST growth.


Who You Are

You are passionate about customer adoption and excel at helping clients understand the value of service delivery. You thrive in collaborative environments, working seamlessly with Sales, Partners, and extended teams to develop and execute account growth strategies. Your strong ability to lead outcomes and optimize investment decisions ensures that customers fully realize the benefits of Cisco offerings.
With advanced knowledge of Cisco technology and offerings, you guide and support your clients, helping them navigate and use our solutions to meet their business objectives. Your experience with ARR growth, revenue, and margin accountability equips you to drive business success, making you an invaluable asset to both our customers and our organization.


Your passion for fostering customer relationships and your strategic approach make you a key player in achieving both customer and organizational goals. You are dedicated to ensuring that every customer interaction is an opportunity to enhance value and drive mutual success.

Minimum Requirements

  • 10+ years experience in the technology industry & experience of managing revenue & margins
  • Good understanding of IT/ Infrastructure, Software & Services solutions
  • Ability to build strategic relationship with customers
  • Ability to orchestrate and drive cross functional teams to deliver customer outcome
  • 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 

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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