# Customer Experience Customer Success Specialist -NX

**Company**: Cisco
**Location**: Minato, Japan
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Minato-Japan/Customer-Experience-Customer-Success-Specialist--NX_2018778-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6532afbf-d17

## Description

The Customer Experience Customer Success Specialist -NX 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.

You will:

- Drive strategic, technical, and complex adoption strategies across large, strategic customer segments, managing high-complexity enterprise deployments where AI-analytics inform both planning and execution

- Regularly lead customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and cross-functional onboarding programs

- Act as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes

- Oversee TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions

- Demonstrate deep knowledge across several products in a secondary architecture

- Run adoption business reviews (state of usage, blockers, market trends) and update TAPs, integrating AI analytics to highlight trends and forecast needs

- Partner with Sales and CX leadership to co-create adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals

- Manage adoption across multiple stakeholders and teams, ensuring consistency and quality of customer experience

- Communicate complex details in meetings or workshops, tailoring content for varied audiences to achieve clear understanding

- Participate in events like roadshows or technical sessions, using advanced setups to demonstrate solutions and follow through on action items

- Design and lead 1:many series; measure reach and impact

- Lead technical strategy across customer success programs, aligning product capabilities and architecture choices with lifecycle delivery and business outcomes; explain trade-offs to stakeholders

- Integrate advanced telemetry and AI models, design and run complex labs (multi-domain, multi-site) to de-risk deployments; document “known good” patterns; adapt them dynamically to address specific customer technical challenges

- Act as Technology Evangelist, turn field signals into product improvements, own some high-value asks, build the case, and follow through to resolution, collaborating with other Cisco teams on service enhancements and adoption strategies

- Set vision and direction for customer success programs across multiple teams or regions, integrating AI-driven productivity insights to accelerate results

- Lead cross-functional initiatives to scale best practices globally and improve customer outcomes

- Mentor senior IC talent, team leads, and managers, providing guidance on complex customer situations and organizational strategy

- Represent CSS community and interests in planning and decision-making forums

Minimum Qualifications:

- Bachelors + 8 years of related experience, or Masters + 6 years of related experience, or PhD + 3 years of related experience, or equivalent relevant work experience

- Expert level (e.g., CCIE) or equivalent relevant certification expected. Industry trend certifications

## Skills

### Required
- AI
- Cisco technologies
- technical adoption planning
- customer success

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Source: [Apply at cisco.wd5.myworkdayjobs.com](https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Minato-Japan/Customer-Experience-Customer-Success-Specialist--NX_2018778-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)