(English follows)

カスタマーサクセスマネージャー（Meraki担当）

シスコのMerakiチームでは、最重要顧客に対してシスコの革新的なアイデアや機能を提案し、顧客価値を最大化させる意欲的なカスタマーサクセスマネージャー（CSM）を募集しています。CSMは顧客の第一の代弁者として、顧客の目標とMerakiの機能を合致させることで、お客様の成功を推進する役割を担います。

この職務では、顧客固有の課題をプロアクティブに理解し、成長の機会を特定し、測定可能な成果を確実にするためのカスタマイズされた戦略を提供することが求められます。顧客エンゲージメント、分析、および技術的な洞察力を活用することで、お客様がCisco Merakiプラットフォームの可能性を最大限に引き出せるよう支援し、長期的な導入とロイヤリティを促進します。複雑な組織環境をナビゲートし、信頼関係を築き、価値を伝える能力は、有意義なパートナーシップを育み、お客様に革新的な結果をもたらすために不可欠です。

職務内容（What You'll Do）

カスタマーサクセスマネージャーとして、Merakiプラットフォーム全体の導入を促進し、ポジティブな顧客成果を確実にするための基盤となる役割を果たします。主な責任は以下の通りです。

• Merakiプラットフォームの導入を推進し、顧客がコア機能や活用方法を理解・利用できるよう支援することで、最終的なエンドユーザー体験を向上させる。
• 複数のハイタッチ（手厚い支援）な顧客導入戦略を同時に構築・実行し、進捗を把握して価値を実証するための具体的な指標を設定する。
• カスタマーサクセスの導入プロセス（Adoption Motion）、顧客のユースケース、およびCisco CXサービスポートフォリオが、顧客やパートナーにどのように利益をもたらすかを理解する。
• 顧客の主要なステークホルダーを特定し、関係を構築することで、ビジネス上の課題や目的を把握する。
• 社内の各チームと連携し、サクセスプランニングとカスタマーイネーブルメント（顧客の自走支援）に焦点を当てた、一貫性のあるエンドツーエンドのソリューションを提供する。
• CSMの役割の範囲を理解し、範囲外の活動についてはプロアクティブに調整・回避する。

求める人物像（Who You Are）

カスタマーサクセスの原則に関する基礎的な理解があり、顧客の成功を支援することに情熱を持つ、意欲的な方を求めています。以下の経験・スキルをお持ちの方が理想的です。

• カスタマーサクセス関連の職務で1〜3年の経験。技術分野の学士号、または同等の経験。ビジネスインテリジェンス（BI）やデータ分析の経験があれば尚可。
• 流暢な日本語、および中級からビジネスレベルの英語力。
• CCNA相当のネットワークに関する知識・経験（必須）。
• Cisco Meraki製品、主要な機能、およびアップデートに関する理解があり、主要なユースケースや簡単な技術概念を説明できる能力（推奨）。

• 顧客のビジネスや業界を理解し、一般的なニーズを満たすための標準化されたサクセスプラン（Success Plan）を策定できる能力。
• 顧客やパートナーとの信頼関係を構築し、主要なステークホルダーを効果的に巻き込み、良好な関係を維持できる能力。
• 製品導入戦略のための基本的なサクセス指標（Success Metrics）を設定し、Meraki製品ポートフォリオおよびCXサービスの支出額（Spend）や年間経常収益（ARR）を理解・管理できる能力。
• 技術的な概念を明確かつ簡潔に伝える能力、およびシスコ社内において顧客のニーズを代弁し、改善を働きかける（アドボカシー）能力。

We are looking for an ambitious Customer Success Manager to join the Meraki team to drive greater customer value by bringing Cisco’s best ideas with innovations and capabilities to the highest value customers. The Customer Success Manager will act as the primary advocate for our customers, championing their success by aligning their goals with Meraki's capabilities.

This role requires a proactive approach to understanding customers’ unique challenges, identifying opportunities for growth, and delivering tailored strategies to ensure they achieve measurable outcomes. By leveraging your expertise in customer engagement, analytics, and technical acumen, you will empower customers to unlock the full potential of the Cisco Meraki platform while driving long-term adoption and loyalty. Your ability to navigate complex organisational environments, build trust, and communicate value will be instrumental in fostering meaningful partnerships and delivering transformational results for our customers.

What You'll Do: As a Customer Success Manager, you will play a foundational role in driving customer adoption and ensuring positive customer outcomes across the Meraki platform. Your responsibilities will include:

· Driving customer adoption across the Meraki platform, helping customers understand and utilise core features and functionalities that ultimately improves their end use experience.

· Building and executing concurrent high-touch customer adoption strategies, including setting tangible metrics to track progress and demonstrate value.

· Understanding how the Customer Success Adoption Motion, Customer use cases and Cisco CX services portfolio can benefit customers and partners.

· Identifying, engaging and building rapport with customers’ primary stakeholders to understand their business challenges and objectives.

· Collaborating across internal teams to deliver aligned, end-to-end solutions while focussing on success planning and customer enablement.

· Understanding the scope of the CSM role and proactively deflecting out-of-scope activities.

Who You Are: We are looking for a motivated individual with a foundational understanding of Customer Success principles and a passion for helping customers succeed. Ideally, you will have:

· 1-3 years in a Customer Success-related role, with a Bachelor's degree in a technical field or equivalent experience. Business Intelligence/analytics experience is a plus.
· Fluent Japanese and intermediate to business level English
· CCNA equivalent network experience is must
· An understanding of Cisco Meraki products, their key features, and updates, with an ability to explain primary use cases and simple technical concepts preferred

· An ability to understand customer businesses and industries and develop standardised Success Plans to meet their general needs.

· A demonstrated ability to build trust with customers and partners and effectively engage primary stakeholders.

· The capability to set basic success metrics for adoption strategies and understand Meraki Portfolio and CX Services Spend & ARR.

· An ability to clearly and concisely convey technical concepts and advocate for customer needs within Cisco.

We believe in fostering a diverse and inclusive workplace. If you're excited about this role but your experience doesn't perfectly align with every qualification, we encourage you to apply anyway. You might be just the right candidate for this or other roles.

Why Cisco: At Cisco, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology, we can free hardworking people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, 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. We recognise that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.