Success Program Manager (SPM)

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  • Location:
    Minato, Japan
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1409372
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. When you apply, a Cisco representative may contact you directly if a relevant position opens.

SPM (Success Programs Manager) G11 JD

- 顧客のニーズと製品のユースケースに沿ったデジタル・ジャーニーに顧客を積極的に組み込む

- デジタルアセット、テクニカルコーチング(ATX/ACC)、社内、パートナー、顧客との調整を活用し、サクセスプログラムのコール・トゥ・アクション（CTA）の実行を推進することで、利活用促進の障壁を取り除き、顧客のライフサイクルの進展を加速させます。

- 顧客が利活用を加速する可能性、採用を阻害する障壁、その他のリスク指標を評価し、優先順位を付け、コール・トゥ・アクション（CTA）を通じて適切なサクセス・プログラムに顧客を登録する。

- 1:多数のライブまたはバーチャルの顧客イベントを調整し、必要に応じてノンテクニカルなコンテンツを企画、主催、および/または提供する。

The role is a highly visible, strategic role within Cisco’s new Customer Experience organisation working with our largest customers. The successful candidate will directly impact their customers and partners who have purchased Cisco subscription solutions and will provide strategic insights to Cisco's cross functional partners.

What You’ll Do

•           Executes Success Programs activities and manages Call to Action (CTA) tracking and  resolution for customers within the assigned theater via digital engagement, coordinating Success Track deliverables (ATX/ACC) coordinating live events or webinars, or engaging customers 1:1 as needed.

•           Delivers multiple Success Programs and initiatives to a population of large, non-CSE covered accounts, eligible for multiple success programs at one time

•           Collaborates with Sales, Partners and Renewals to execute Customer Success motion.

•           Coordinates and hosts live events and webinars, serves as facilitator for events within assigned CX theater.

•           Presents and delivers non-technical content for some events or webinars within assigned CX theater as needed.

•           Monitors customer risk within the CX theater assigned, leveraging CS Console to monitor Customer Health Index, Success Programs CTAs, and progression of customer use cases through the lifecycle, as needed.

•           Collaborates with theater leadership, operations, and success program leadership to identify customer risk beyond current success programs and create measurable CTAs to address customer needs and mitigate risk

Who You’ll Work With

•           Drives multiple programmatic efforts for customer adoption, utilization, and growth working collaboratively with Cisco internal CX teams, Sales Account teams and Partners within assigned theater

Who You Are

•           Bachelors + 8 years of related experience, or Masters + 6 years of related experience

•           Working knowledge of Cisco’s core architectures, business strategies, industry trends and best practices to drive customer success at scale

•           Advanced understanding of Success Programs structure, content and strategic purpose.

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.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. 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. 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 pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate 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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