Customer Success & Software Adoption Lead

NTT America, Inc.; Jakarta Pusat; On-site; IDR 70,000,000 - 110,000,000; Full time

Job summary

NTT DATA in Jakarta is seeking a Software Lifecycle Specialist to drive customer value realization and adoption of Cisco software across Networking, Data Center Networking, Security, and Collaboration. You will partner with customers to onboard, define success plans, and maximize ROI from Cisco technologies.

The role acts as a trusted advisor, coordinating with Cisco, NTT Data teams and partners to ensure successful deployment, measurable outcomes, and sustained customer success throughout the

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field.
• 5+ years of experience in Customer Success, Technical Account Management, Consulting, or IT Services.
• Experience working with enterprise networking, data center, cybersecurity technologies and Collaboration.
• Strong understanding of software adoption strategies and customer lifecycle management.
• Excellent stakeholder management and communication skills.
• Ability to translate technical capabilities into business outcomes.

Responsibilities

• Build trusted relationships with customer stakeholders including IT leadership, architects, and operations teams.
• Develop and execute Customer Success Plans aligned with customer business goals and technology strategies.
• Serve as the primary point of contact for software adoption and value realization.
• Drive adoption of Cisco software capabilities across Enterprise Networking, Data Center Networking, Security, and Collaboration portfolios.
• Identify and prioritize high-value use cases aligned with customer business outcomes.
• Monitor product usage, health metrics, and adoption KPIs to ensure customers achieve desired outcomes.
• Provide guidance on best practices to maximize platform capabilities.
• Guide customers through the Cisco Customer Success Lifecycle including Onboard, Implement, Engage, Adopt, Expand, and Renew.
• Track customer milestones, adoption progress, and risk indicators.
• Proactively address adoption barriers and coordinate remediation plans.
• Collaborate with Cisco and NTT Data teams including Sales, Solution Engineering, Delivery, TAC, and Partners.
• Coordinate resources to support customer use cases and technical enablement.
• Represent the voice of the customer within Cisco to improve products, services, and customer experience.
• Identify opportunities for solution expansion and additional value realization.
• Support renewal and growth conversations by demonstrating realized business outcomes.
• Track and report on customer adoption metrics, health scores, and success milestones.
• Provide regular business reviews highlighting value delivered, adoption progress, and future opportunities.

Skills

Bachelor’s degree

Customer Success

Enterprise networking

Software adoption strategies

Stakeholder management

Business outcomes

Education

Bachelor’s degree in IT/CS/Engineering/Business

Job description

NTT DATA in Jakarta is seeking a Software Lifecycle Specialist to drive customer value realization and adoption of Cisco software across Networking, Data Center Networking, Security, and Collaboration. You will partner with customers to onboard, define success plans, and maximize ROI from Cisco technologies.

The role acts as a trusted advisor, coordinating with Cisco, NTT Data teams and partners to ensure successful deployment, measurable outcomes, and sustained customer success throughout the