Customer Experience Manager- Enterprise

Job description

Meet the Team Our team is dedicated to driving customer success by ensuring the adoption and value realization of Cisco software and services. We play a critical role in aligning technology solutions with customer business objectives , contributing directly to customer retention and growth. The team is composed of experienced professionals with strong technical and strategic expertise , fostering a collaborative and innovative environment. What excites us most is our ability to influence product development and deliver measurable business outcomes through proactive customer engagement and AI-driven insights. Your Impact Lead the creation and execution of end-to-end adoption plans across multiple accounts, aligning Cisco solutions with customer goals to drive measurable outcomes. Apply deep technical knowledge of Cisco's portfolio to innovate delivery and growth strategies. Own financial accountability for assigned accounts, including services revenue and margin, and make strategic investment decisions. Collaborate across sales, delivery, customer success, partners, and renewals to design and implement solutions that maximize customer value. Use AI-driven tools to anticipate risks, recommend interventions, and streamline workflows, ensuring successful onboarding, adoption, and renewals. Minimum Qualifications Bachelor's degree and 12+ years of related experience supporting enterprise customers in large enterprise technology environments. Experience building programs or frameworks that connect business unit priorities with customer-facing teams such as sales, product, engineering, or customer success. Experience working with senior executives and cross-functional stakeholders in a highly matrixed organization. Good understanding of IT infrastructure and services. Fluent in both Japanese and English. Preferred Qualifications Strong leadership and collaboration skills to influence across multiple teams and stakeholders. Experience leveraging AI and automation tools to enhance customer adoption and operational efficiency. Ability to act as a technology evangelist and provide expert guidance on Cisco technologies and industry trends. Excellent communication skills for executive engagement and customer advocacy. Strategic mindset with a focus on driving measurable business outcomes and customer value. 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.