Customer Success Manager

  • Location:
    Tokyo, Kanto, Japan
  • Area of Interest
    Business Development
  • Job Type
  • Technology Interest
    Collaboration, Video
  • Job Id

Technical 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, technical onboarding and adoption of products and services, conduct ongoing compliance & health checks
  • 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
  • Partner with customer in achieving goals and overcoming business challenges through Cisco’s collaboration portfolio

Who You Are

  • Customer Obsessed: Inherently understands customer needs and provides the best CS onboarding experience to enhance customer value;
  • Technical Guide: Enough technical knowledge to understand and connect customer business outcomes to offer functionality to accelerate customer value;
  • Cross-Team Collaborator–work across internal and external teams of all levels to proactively support the customer. Reducing the time, it takes the customer to start engaging with and receiving value from their service. Ability to operate and interact with customers in a remote / virtual environment;
  • Business Acumen: clear understanding of the customers’ business outcomes and how the CSM can support the customer on their path;
  • Results Oriented: Interest in and proven execution ability with relevant offers and driving customer to their outcomes;
  • First Responder: Skilled at issue management and handling customer expectations;

·       Effective Communicator: Delivers complex information in a confident and convincing manner, appropriate to a diverse audience that produces clarity and impact.

Skills/Experience Requirement

  • 1-3 years of experience in technical consulting or direct customer interfacing/engagement role with a solid understanding of industry best practices;
  • Thorough understanding of the technical fundamentals of aligned technology/specialization areas, including features and use cases, and an ability to define and articulate how technology can be used to solve business challenges
  • Strong presentation skills and ability to establish trust with customers;
  • Knowledge of at least one of the following: CUCM, Jabber, IM&P, Contact Centre, Meeting Server, Webex Teams, Webex Meetings, Webex Calling;
  • CCNA / CCNP / CCDP/ CCIE or equivalent strongly preferred;
  • BS Engineering, Computer Science, Masters preferred.