About this role
CiscoのCustomer Experience（CX）組織は、急速に成長しているチームの一つであり、顧客がCiscoへの投資から実質的かつ持続的な価値を得られるよう支援することを明確な目的としています。私たちは技術的知識とビジネス理解の交差点に立ち、顧客と密接に連携しながら、彼らの業務運用を改善し、重要な成果を達成するためのパートナーとして活動しています。Customer Success Specialist（CSS）チームは、深い製品知識と顧客成功への強い好奇心を持つ技術アドバイザーの集団であり、顧客と共に歩み、単なる傍観者ではなく積極的に導く役割を担っています。ネットワーク、セキュリティ、クラウド＆AIインフラの3つの重点分野にわたり、グローバルなコミュニティと知見を共有しながら、複雑な技術課題に取り組み、Cisco製品の継続的な改善に貢献しています。
Customer Success Specialistとして、あなたは戦略的アドバイザーかつ技術の専門家として、製品の導入を加速し、Ciscoの顧客に対して測定可能なビジネス価値をもたらすための重点的な取り組みを主導します。顧客環境の基準設定からオンボーディングのロードマップ作成、経営層向けワークショップの実施、そしてCiscoの製品ロードマップに直接反映されるフィードバックの提供まで、導入の全過程をリードします。この役割での成功は、顧客が単に製品を購入するだけでなく、その価値を積極的に実現する段階へと進むことを意味し、あなたはその信頼されるガイドとなります。さらに、「顧客の声」として、製品ポートフォリオ全体にわたる課題や機会についてCiscoのエンジニアリングおよび製品管理チームに助言を行います。
主な業務内容：
• 顧客の多様なニーズに合わせた高影響のワークショップ、Expert-Insight-Series（EIS）セッション、Acceleratorsを主導し、基礎的な製品理解から高度な機能導入までを支援し、CX製品管理チームへ積極的にフィードバックを提供。 • 検証済みの導入フレームワークを適用し、顧客がCiscoソリューションの購入から望ましいビジネス成果の達成までのギャップを埋める支援を行い、環境の基準設定や包括的なオンボーディング計画の策定を推進。 • 技術利用率の低さや統合障壁などの導入リスクを特定し、顧客の期待管理と問題解決を迅速に行い、成功する顧客体験を確保。 • 導入計画、サイトマトリックス、多機能コミュニケーションを文書化し、プロジェクト関係者全員がオンボーディングの各段階で連携できる詳細なロードマップを構築。 • 顧客の戦略的・戦術的意思決定を支援し、アーキテクチャの主導やCisco検証済み設計の導入を通じて、長期的な製品活用の成功を確実に。
【必須（MUST）】 ※以下のいずれか２−３つ
• 流暢な日本語（必須） • セキュリティスタックの専門知識：Secure Access、Umbrella、DUO、ISE、次世代ファイアウォール（NGFW）、Secure Workload、XDR/SNAに関する高度な知識。 • クロスアーキテクチャ理解：セキュリティがSDWANおよびデータセンター（ACI）アーキテクチャとどのように統合されるかの深い理解。 • ライフサイクル管理：顧客要件の検証とグローバルエコシステム全体での高度なセキュリティ機能の継続的な活用推進における専門性。 • セキュリティコンサルティングまたは技術的カスタマーサクセスの分野で10～12年以上の経験。 • 工学またはコンピュータサイエンスの学士号または修士号。 • 複数の高度な認定資格（CISSPまたはCISM、CCIEが望ましい）。 【歓迎（WANT）】
• 工学、コンピュータサイエンス、または関連分野の修士号または同等の経験。 • 複数の高度な認定資格（CCIE、CISM、CISSP）、Cisco Certified Success Specialist認定が強く推奨される。 • 共有フレームワーク、外部プレゼンテーション、または公開された考え方を通じて、広範な専門コミュニティへの貢献経験。 • 上級技術スペシャリストの育成支援およびチーム全体の能力向上への貢献経験。 • ネットワーク、セキュリティ、クラウド＆AIインフラなど複数の技術トラックにわたる幅広い経験を持ち、顧客との会話でクロスドメインの知識を活用できる能力。
Meet the Team The Cisco Customer Experience (CX) organisation is one of Cisco’s fastest-growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments. We work at the crossroads of technical knowledge and business understanding, partnering with customers to improve how they operate and achieve outcomes that matter to them. The Customer Success Specialist (CSS) team is a collaborative group of technical advisors who bring deep product knowledge and a genuine curiosity about customer success; We work side-by-side with customers to guide them, not from the sidelines. We are part of a global community that shares adoption approaches and learning across three areas of focus: Networking, Security, and Cloud & AI Infrastructure. If you enjoy working through sophisticated technical challenges, contributing to how Cisco’s products improve over time, and collaborating with curious, knowledgeable colleagues, this team is a great fit.
Your Impact As a Customer Success Specialist, you will serve as a strategic advisor and technical expert, leading targeted engagements that accelerate product adoption and drive measurable business value for Cisco’s customers. You will lead the full adoption journey, from baselining customer environments and building onboarding roadmaps to facilitating executive-level workshops and providing feedback that directly crafts Cisco’s product roadmap. Success in this role means customers move from purchasing a solution to actively realizing its value, with you as the trusted guide at every step. Your influence extends well beyond individual engagements: as the “voice of the customer,” your insights will advise Cisco Engineering and Product Management on challenges and opportunities across the product portfolio.
• Lead high-impact workshops, Expert-Insight-Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption, while proactively providing feedback to CX Product Management to improve these offerings. • Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between purchasing a Cisco solution and achieving their desired business outcomes, including baselining environments and developing comprehensive onboarding journeys. • Identify and mitigate adoption risks, such as low technical usage or integration barriers, by handling customer expectations and resolving issues promptly to ensure a successful customer journey. • Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle. • Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco validated designs to ensure successful, long-term product utilization.
Minimum Qualifications
• Fluent Japanese proficiency • Security Stack Mastery: Expert-level knowledge of Secure Access, Umbrella, DUO, ISE, NGFW, Secure Workload, and XDR/SNA. • Cross-Architecture: Strong understanding of how security integrates with SDWAN and Data Center (ACI) architectures. • Lifecycle Management: Expert in verifying customer requirements and driving ongoing utilisation of advanced security features across global ecosystems.
• Experience: 10–12+ years in security consulting or technical customer success roles. • Education: Bachelor’s or Master’s degree in Engineering or Computer Science. • Certifications: Multiple advanced certifications (CISSP or CISM plus CCIE preferred). • Demonstrate expert-level knowledge in the specialized technical tracks, focusing on adoption challenges: • Security track: Solid understanding of Cisco Secure Access, Umbrella, DUO, ISE, Next Generation Firewall, Secure Workload, and XDR/SNA, with experience supporting customers through onboarding and into ongoing adoption of advanced security features.
Preferred Qualifications
• Master’s degree or equivalent experience in Engineering, Computer Science, or a related field. • Multiple advanced certifications (CCIE, CISM, CISSP); Cisco Certified Success Specialist certification strongly preferred. • Experience contributing to the broader professional community, such as through shared frameworks, external presentations, or published thinking. • Experience supporting the development of senior technical specialists and contributing to team-wide capability. • Breadth of experience across multiple technical tracks (Networking, Security, Cloud & AI Infrastructure), with the ability to draw on cross-domain knowledge in customer conversations
Why Cisco? #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box! But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. 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!
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.