High Touch Operations Manager

What You Will Do
Cisco seeks a CX Delivery High Touch Operations Manager (HTOM) to work with designated important customers, such as healthcare providers, service providers, retail companies, and financial services companies, ensuring they receive premium-level support services.
As the single point of contact liaison between the Customer and Cisco Technical Support (TAC/HTTS), you will supervise everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.
Who You Are
The ideal candidate possesses strong organizational and communications skills, and demonstrates the ability to respectfully influence and effectively lead key relationships and challenging situations under pressure.
In addition to the above:

• Coordinate technical issues and customer operational needs.
• Ensure proper delivery of service. Identify need for and assist with creation of customer training.
• Act as single point of contact for incident management and operational issues.
• Understand customer’s internal business functions and culture.
• Write processes and procedures for customized support services.
• Act as business driver to improve customer’s and Cisco’s internal operations.
• Coordinate and conduct weekly conference calls and virtual meetings to provide status reports to customer. Create and present quarterly reports to customers with analysis of customer’s support needs.
• Act as customer advocate at all times, representing customer needs to Cisco post-sales support teams and applicable organizations.
• Act assertively to provide customers with updates on critical incidents and customer issues.
• Identify, build and maintain relationships with customer’s internal management.
• Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.

Required Skills:

• Ability to use phone, email, other collaborative tools for frequent communication with partners.
• Excellent presentation and interpersonal skills.
• Entry level network certification (Network+, CCNA) or equivalent technical/networking knowledge desired.
• Knowledge of vertical market business trends and concepts.
• Solid understanding of Cisco’s internal business functions.
• Ability to work as a team member in a multi-functional matrix environment.
• Strong influencing and negotiation skills.
• Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.
• Understanding of pertinent software applications used for reporting and researching.
• Understanding of Cisco products and solutions.
• Understanding of Cisco’s sales and services lifecycle.
• Understanding of analytics, metrics, KPIs to perform basic trend analysis, and formulate customer recommendations and focus areas.
• Highly proficient with MS Office applications (Excel (pivot tables and analytics), PowerPoint, Word, and Outlook).
• Strong critical thinking and decision-making skills.
• Strong project management skills desired.

Demonstrate the ability to excel in the following areas:

• Communication/Presentation
• Conflict Management
• Customer Service
• Analytical and Trend analysis

Specific requirements:

• Establish/lead strategic multi-functional relationships with account partners globally.
• Understand customer’s business, vertical market trends, financial complexities and monetary flow.
• Leads customer facing projects and internal service improvements.
• Lead continual improvement strategies to optimize customer’s perceptions of service and support.
• Deliver complex service solutions for top-tier FTS customers.
• Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications.
• Possess a high level of business acumen - proven application of advanced business theory and extensive experience in multiple business functions.
• Drive internal organizational improvements, MBOs and Best Practices.
• Lead and influence stakeholders through critical delivery situations.

Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!