High Touch Operations Manager

Job Description

Act as single point of contact for operational issues. Coordinate technical issues and customer needs. Represent customer needs to Cisco post-sales support teams and applicable organizations. Provide customers with updates on “hot” or escalated issues. Coordinate and conduct weekly conference calls to provide status reports to customer. Create and present quarterly reports to customers with analysis of customer’s support needs
Supervises activities of Technical Support Engineers team with the responsibility for results in terms of customer service satisfaction.
ROLE RESPONSIBILITIES
• Act as single point of contact for operational issues
• Identify, build and maintain relationships with customer’s internal management
• Coordinate technical resources for customer needs
• Represent customer needs to Cisco post-sales support teams and applicable organizations
• Monitor customer’s case backlog on a daily basis to ensure timely resolution
• Incident Management
• Follow up on open action items and tickets to ensure commitments are met
• Provide customers with updates on “hot” or escalated issues
• Coordinate and conduct regular conference calls to provide status reports to customer
• Create and present quarterly reports to customers with analysis of customer’s support needs
• Educate customers on how to better leverage service support purchased
• Provide status reports to internal management team
• Travel to customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel
REQUIRED SKILLS
• Typically requires a BS/BA or MS/MA degree or equivalent plus 4-6 years related customer support experience.
• Ability to work as a team member in a cross/functional matrix environment.
• Excellent presentation and communication skills. *Operational level
• Strong influencing and negotiation skills.
• Strong critical thinking and decision-making skills.
• Strong understanding of Cisco’s internal business functions
• Understanding of CX lifecycle.
• Strong understanding of Cisco’s and the Customer’s business processes related to customer support and service.
• Strong understanding of how organizations interface and how tools are integrated.
WHY CISCO
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning 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, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!