Cisco · Washington, D.C.
Customer Support
このポジションは、ソフトウェアの活用と価値実現を通じて、契約更新とビジネス成長につなげる役割です。
そのために、AIによるインサイトと、お客様環境・展開状況の深い理解を組み合わせ、一社ごとに最適なアダプション戦略を設計します。
中核となるのが TAP（Technical Adoption Plan：技術アダプション計画） の策定と実行です。お客様の目標に沿ったTAPを能動的に作り上げ、推進することで、技術投資の効果を最大化し、Cisco製品を余すことなく活用いただける状態を目指します。
役割分担の目安：専任（designated）CSSがTAPの作成をオーナーとして担い、プール型（pooled）CSSがアーキテクチャ固有の専門知識を提供します。
あわせて、アライメントワークショップを主催し、活用の進捗を関係者でレビューしながら、期待される成果とベネフィットの実現を後押しします。結果として、オンボーディング・アダプション・契約更新の成功につなげます。
スケール（規模）面での貢献も重要です。1対多で行う高度な技術イネーブルメント Expert Insight Series（EIS） を企画・実施します。また、AIの進化を含む最新のCisco技術、競合動向、業界トレンドを常にキャッチアップし、専門家としての助言を行います。ステークホルダー向けワークショップにも参加し、アダプションビジネスの現状（よくある障壁や市場トレンドを含む）を言語化して共有します。
1対1の顧客支援とコミュニティ活動 CXM（Customer Experience Manager）やCSM（Customer Success Manager）を支援し、TAPの策定と実行を後押しします。経営層およびお客様の技術的な意思決定に影響を与え、信頼されるアドバイザーとしての関係を築きます。
社内外を横断した連携 カスタマーサクセスチーム、アカウントチーム、営業、パートナーなどGTM（市場投入）関係者と協働します。AIと戦略的インサイトを活用し、活用推進、製品課題への対応、価値と成果につながるユースケースの発掘を進めます。
テクノロジー・エバンジェリスト お客様とCisco製品チームの架け橋となり、製品開発・改善に活かせるフィードバックを届けます。お客様から寄せられた構造的な製品課題については、製品チームとの協業をリードし、使いやすさ（ユーザビリティ）と保守性（サービサビリティ）の向上を推進します。
1. 顧客ポートフォリオとアダプション戦略
学歴＋経験年数（いずれか1つ）
・学士号 ＋ 関連実務経験7年
・修士号 ＋ 関連実務経験4年
・博士号 ＋ 関連実務経験1年
・上記と同等の関連実務経験
資格プロフェッショナルレベルの認定資格（CCNPなど）、または同等の関連資格
※こちらは本ポジションの概要を表した日本語版です。さらなる詳細は以下の英語版をご覧ください。
This role ensures the adoption of software and value realization that lead to successful renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies. It proactively develops and orchestrates technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize technology investments and promote the full utilization of Cisco technologies, with designated CSSs typically owning TAP creation and pooled CSSs contributing architecture-specific expertise. The position facilitates alignment workshops to review adoption progress and drive expected customer outcomes and benefits, resulting in successful onboarding, adoption, and renewals. It drives scale impact by creating and delivering advanced 1:many technical enablement Expert Insight Series, stays current with the latest Cisco technologies including AI advancements, the competitive landscape, and industry trends to provide expert guidance, and participates in stakeholder workshops to articulate the state of the adoption business, including common barriers and market trends.
The role is also involved in 1:1 customer engagements and community events, supporting Customer Experience Managers (CXMs) and Customer Success Managers (CSMs) in TAP and execution, while influencing executive and customer technical decision-making and fostering trusted advisory relationships. Additionally, the position collaborates with Customer Success Teams, Accounts, Sales, Partners, and others in GTM, leveraging AI and strategic insights to enhance customer adoption, address product concerns, and identify use cases that drive value and business outcomes. It acts as a technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements, and leads collaboration with Product teams to address systemic product challenges identified by customers, driving usability and serviceability enhancements.
What You'll Do:
•Manages adoption for a significant-size portfolio of customers, often involving complex or multi-product and multi-technology deployments, across an architecture; may leverage knowledge of adjacent architectures and draws on AI-tools to predict adoption challenges and optimize strategy
•Designs and delivers broad, sophisticated enablement initiatives across large audiences and multiple architectures, tailoring sessions to customer maturity, business priorities, and technology stack
•Builds internal champions within customer organizations, and interacts with diverse stakeholders, enhancing relationships to drive mutual growth
•Owns TAP creation and execution, coordinating across internal teams and partners to ensure adoption activities are timely, relevant, and measurable
•Manages customer expectations by setting AI-informed goals for sessions and collaborating with global teams to deliver consistent support
•Sets up and uses intermediate demo environments to conduct consultations, analyzing customer business challenges to recommend solutions
•Uses telemetry and usage data to identify gaps in adoption, and proactively engages customers to address them
•Provides input on product enhancements by collecting and sharing feedback with relevant teams, while promoting data tools for ongoing value
•Introduces 1:many enablement (recurring Expert Insight-style sessions) for common needs
•Aligns adoption plans with product capabilities and customer outcomes, translating business needs into technical steps (e.g., enable specific alerts, dashboards, and workflows to reduce incident alert)
•Builds and runs moderately complex labs mirroring customer topology; validates integrations and edge cases before rollout
•Creates reusable scripts/checklists to speed up common tasks (e.g., baseline configuration, health checks)
•Consolidates field-driven insights to influence product enhancements and improve usability and serviceability
•Drives innovation by suggesting changes based on technical insights, partnering with service teams to enhance adoption methods
•Aligns cross-functional teams (e.g., IT, security, operations) on customer success goals for key accounts
•Facilitates and leads workshops or working groups to drive adoption and solve customer challenges
•Drives strategic initiatives within the CX organization, such as process improvements or new program launches by incorporating AI to optimize outcomes
•Mentors senior CSSs and leads knowledge-sharing sessions or community forums
Minimum Qualifications
Bachelors + 7 years of related experience, or
Masters + 4 years of related experience, or
PhD + 1 year of related experience, or equivalent relevant work experience
Professional level (e.g., CCNP) or equivalent relevant certification expected
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.