Customer Success Manager

  • Location:
    Tokyo, Kanto, Japan
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
    Professional
  • Technology Interest
    Collaboration, Video
  • Job Id
    1287230
Customer Success Manager (CSM)

CISCOコラボレーション・テクノロジグループ(SaaSベース)ではビジネスの成功の為に人と情報とのつながりを変革します。私たちは、どこにいても、どのデバイスからでも、人々がエンゲージし、イノベーションできるようテクノロジーを使ってコラボレーションを変えていきます。

コラボレーションチームでカスタマーサクセスマネージャー(CSM)として活躍してみませんか?既存顧客の価値を向上する責任を担い、弊社サービスの利用を促進し、

シスコのフットプリントを拡大するうえで重要な役割を果たします。


【職務内容】

・顧客との関係を維持・強化し、ライフサイクル全体を責任する

・技術的な内容に関するプレゼンテーション及びコンサルティングの提供

・顧客自身の文化、ビジネス目標、課題をより明確に理解する

・顧客と連携し、弊社製品・サービスを利用して、顧客の目標達成及び課題解決に努める。

・弊社製品・サービスのアップセル、クロスセルの機会の特定

・セールスチーム及び他の関連チームと連携し、継続的な成長を達成する同時に、顧客満足度向上の実現。


【必須(MUST)】

IT業界で4年以上の経験

4年以上の対顧客ポジションでの経験(顧客をサポートした経験、および顧客満足度を向上させるための関係構築をした経験)

・ビジネス英語での優れたプレゼンテーションおよびコミュニケーションスキル

・日本語(ネイティブレベル)

・英語(ビジネスレベル)

 

【歓迎(WANT)】

・鋭い洞察力

・高度なExcelスキルとCRMの経験・戦略的思考と計画、そして実行への注力

・急速に変化する状況に応じて、優先順位を柔軟に変更できる能力

・基本的なプロジェクト管理スキル

・ソフトウェア開発におけるライフサイクルアカウントマネージメントの基本的な理解(マルチテナントSaaS環境が望ましい)

Web会議ツールおよび最新の機能に関する基本的な知識

・クロスファンクショナルな環境でチームメンバーとして働く能力




Customer Success Manager (CSM)

Reporting into a Customer Success Manager leader, you will drive Customer Success with Cisco customers in cloud collaboration. You will be responsible for driving adoption of Cisco solutions, and identifying growth opportunities to expand Cisco’s footprint, while demonstrating the value and benefit of these results to your customer. Your strong messaging skills will enable you to secure and leverage alignment with Cisco, our partners and stakeholders in a cross-functional environment. Executing against and reporting on Customer Success metrics, you are constantly looking to innovate and engage to accelerate results. Sharing best practices with your Customer Success peers and Cisco colleagues, you will be part of a dynamic and collaborative team that is increasingly more critical to Cisco’s vision and strategy. Your passion for Customer Success will drive relevance, awareness and the engagement of others to further augment your execution.


What You’ll Do

  • Owns the complete customer lifecycle of onboarding, adoption, expansion and renewal
  • Strive to continually drive faster “time to value” and improve overall experience for our customers
  • Ensures proper delivery, onboarding and adoption of products and services, conduct ongoing compliance & health checks
  • Find opportunities for upselling and cross selling Cisco cloud collaboration products and services
  • Discover use cases, uncover business need and drive increased adoption
  • Understand customer's internal business goals, culture and challenges
  • Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience
  • Identify, build and maintain line of business relationships
  • Frequent customer visits to strengthen relationships, conduct gap analysis, report on usage & lead value realization discussions
  • Partner with customer in achieving goals and overcoming business challenges through Cisco’s collaboration portfolio
  • Meets pre-defined metrics around revenue growth through upsell/cross sell & deep Spark adoption


Who You Are

  • Minimum 3-5 years of experience in the technology industry
  • Previous Customer Success (or strategic customer service) experience in SaaS based company
  • Native level of Japanese and business level of English skills
  • Strategic thinker, account management, forward looking approach with strong commitment to customer success
  • Laser focus on reducing churn, increased product usage & Spark adoption
  • Strong communication, influence and presentation skills
  • Strong attention to detail allowing for delivery of high quality end user experiences\Proven team player and ability to orchestrate value in coordination with multiple partners
  • Willingness to learn, adapt and lead change within Cisco
  • Comfortable working in a fast paced, dynamic environment to meet evolving business requirements
  • Ability to articulate value messaging and influence adoption
  • Strong affinity towards Cisco solutions including Security, Collaboration, and Enterprise Networking
  • An entrepreneurial approach to business and the ability to establish a holistic business view as it relates to the motions driven out of Customer Success
  • Education or equivalent experience: 4-year higher education degree
  • Some travel may be required


We Are Cisco

#WeAreCisco, where 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 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.

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