Cisco Careers

◆ 会社紹介 

Cisco ThousandEyes は、インターネット、クラウド、企業ネットワーク全体を可視化し、デジタル体験をエンドツーエンドで保証するプラットフォームです。 
エージェント（クラウド／エンタープライズ／エンドポイント）を使って、リアルタイムなネットワーク経路やパフォーマンス、アプリやSaaSの応答性などを計測し、AIによる問題検知と自動化対応を実現します。これにより、企業はユーザーの体感品質を正確に把握し、トラブルの根本原因を突き止めやすくなり、ネットワークの問題解決やパフォーマンス改善を迅速に行えるようになります。 

◆ ポジション概要 

このポジションでは、テクノロジーやデータを活用し、お客様のオンボーディングから導入・継続利用までのプロセスをスムーズに進める役割を担います。基本的にはリモートでの対応が中心となり、顧客満足度を高めていくことが求められます。 

◆ 主な業務内容 

• デジタルコミュニケーション戦略の立案・実行（特にボリュームアカウント向け） 
• 自動化ツールやメール、チャットを使った顧客対応（オンボーディング・活用・更新の各タイミングで） 
• 顧客データを活用し、タッチポイントの効果を分析・改善 
• 各種KPI（開封率、クリック率、NPSなど）のモニタリングとレポート作成 
• 顧客体験を継続的に改善するためのプロセス自動化・最適化 
• プロダクトやマーケティングチームとの連携 
• 顧客の声を社内に届ける「デジタル上の顧客の代弁者」としての役割 
• エンゲージメント戦略の継続的な改善と顧客ロイヤルティ向上のための新しい手法の開発 

◆ 求める経験・スキル 

• SaaS業界でのカスタマーサクセス、デジタルマーケティング、またはデータ分析の経験（3〜5年） 
• 大卒またはそれに相当する経験 
• 英語のコミュニケーション能力 
• 自動化による顧客対応（Tech Touch）の知識と実践経験 
• デジタルツール（例：Groove、Catalyst等）の使用経験 
• 分析力と数値に基づいた改善提案ができる力 
• 部門横断的なコラボレーション能力 
• 複数タスクを効率よく進めるプロジェクトマネジメントスキル 
• 顧客視点での問題解決力と継続的な改善マインド 
• SalesforceやClariなどのCSツール経験がある方歓迎 
• ネットワークモニタリングやSaaSインフラツールに関する知識があれば尚可 

Who We Are

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As the world continues its digital transformation and relies more on cloud services and the Internet, the “network,” which is now both public and private, has become a black box our customers cannot see or understand.  

Our Internet and cloud intelligence platform delivers the only collectively powered real-time view of the Internet and private networks, cloud, and SaaS platforms, helping enterprises and service providers identify problems before they impact revenue, damage brand reputation, or halt employee productivity. 

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud. ThousandEyes is also a foundational component of Cisco’s growing Full-Stack Observability (“FSO”) business. 

About The Role

The Digital CSM is responsible for overseeing the entire customer lifecycle by leveraging technology, automation, and data to create a seamless experience across onboarding, adoption, and renewal phases. You will proactively engage with customers digitally, ensuring they receive value and meet their goals without the need for constant one-on-one communication. This role is key to scaling our customer success efforts and optimizing engagement while maintaining the human touch.

What You’ll Do

• Digital Engagement Strategy: Develop and execute a proactive digital communication strategy for customer segments, focusing on volume accounts. Ensure each stage of the customer journey is optimized to drive engagement, adoption, and retention.
• Tech Touch Execution: Utilize automation platforms and email outreach to engage customers at critical moments, ensuring personalized experiences at scale.
• Data-Driven Customer Success: Leverage key performance indicators to assess the effectiveness of touchpoints, such as delivery rates, open rates, and click-through rates. Analyze customer data to make recommendations to fine-tune digital touchpoints and increase engagement.
• Monitor and Report on KPIs: Track and report on key performance indicators (KPIs) to senior leadership, providing regular updates on progress, identifying trends, and highlighting areas for improvement to ensure alignment with business goals.
• Customer Journey Optimization: Continuously improve the digital customer journey by analyzing customer interactions, identifying pain points, and implementing automated solutions to streamline processes.
• Collaboration: Work closely with other teams such as product and marketing to ensure alignment of digital initiatives with broader business goals.
• Customer Advocacy: Act as a digital voice for the customer, ensuring that feedback is gathered and shared with internal teams to improve the customer experience.
• Continuous Improvement: Track and report on the success of digital engagement strategies, using data to optimize and evolve processes. Develop new approaches for increasing customer satisfaction and loyalty through automated engagement.
• Reach KPIs: Delivery rates, open rates, and click-through rates for digital campaigns and in-app messaging.
• Effect KPIs: Net promoter score (NPS), customer satisfaction score (CSAT), and customer feedback.
• ROI KPIs: Churn rate, renewal rate, and time to first value (TTFV)

Qualifications

• 3-5 years of experience in a Customer Success, Digital Marketing, or Data-Driven role in a SaaS environment.
• Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
• Strong knowledge of tech touch models and experience implementing automated customer engagement strategies.
• Strong written communication skills to engage both technical and non-technical audiences.
• Experience working with digital engagement tools (e.g., Groove, Catalyst, and others)
• Analytical mindset with the ability to track, measure, and improve upon key metrics.
• Proven ability to collaborate across teams to drive cross-functional success.
• Project management experience with the ability to manage multiple tasks and priorities effectively.
• Passion for leveraging data and technology to improve the customer experience.
• Experience with Customer Success tools (e.g., Salesforce, Clari) and digital communication platforms.
• Familiarity with network performance monitoring or SaaS-based infrastructure tools.
• Proficiency in analyzing customer data and identifying trends that drive successful digital campaigns.

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.