High Touch Operations Manager - HTOM

Job Description

Why You'll Love Cisco

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What You'll Do

Take your career to the next level by joining a Cisco Customer Experience (CX) Team that is supporting major business and technology transformations for our customers.

We are seeking a High Touch Operations Manager (HTOM) experienced and motivated to work with our most strategic and impactful customers in support of their aggressive transformation agendas.

We are "Cisco's Face to the Customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments. A seasoned mix of networking knowledge and specific area expertise, as well as superb communication and consulting skills, has well-positioned this Cisco team making us trusted advisors capable of building solid, long-term relationships with our customers.

Who You'll Work With

Cisco High Touch Expert Care is part of Customer Experience. The ideal HTOM should have a passion and history of striving to provide the absolute highest level of customer support. You should have strong critical thinking and decision-making skills, ability to perform, as well as very strong systems/tools aptitude and ability to develop or oversee complex programs for supporting your customer. Command of customer’s environment (economic, political, cultural) as a part of this team is also important. You will work directly with customers, gaining experience and exposure into their networks.

Who You Are

• Manage high profile critical technical and political issues within customer organization and throughout Cisco’s escalation chain.
• Understand customer operations processes, and partner with related parties (customer/partner/Cisco team) to streamline customer/vendor operation support processes in order to make more effective issue resolution.
• Write processes and procedures for customized support services.
• Identify and analyze operational area of improvements.
• Identify need for and assist/perform the creation of customer training.
• Formulate continual improvement strategies to optimize customers perceptions around service and support.
• Be the “go-to” person and main point of contact for customer and internal teams.
• Acting as single contact point for operational issues, you will interact with the customer frequently coordinating technical issues and customer needs.
• You will present customer needs to Cisco post-sales support teams and applicable organizations.
• Strong presentations skills and be hands on with various styles of data analytics.
• Build consistent relationships with key customer stakeholders. Support decision makers within customer execs and provide guidance.
• Act as a customer strategic support consultant.
• CCNA, PMP or Prince2 practitioner is a plus.
• English communication.
• Bachelor's degree is required.

Why Cisco

At Cisco, each person brings their different talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything - people, process, data and things – and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart-cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.