#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!
Specialist Care organization seeks a High Touch Operations Manager to work with designated most meaningful customers, such as enterprise and financial services companies, driving partnership and communications between the end customer & Cisco partners, and ensuring they receive premium-level service.
Write processes and procedures for customized support services. Ensure accurate delivery and sales of product and service solutions. Identify the need for and assist with the creation of customer training. Act as a business driver to improve customers' and Cisco's internal operations. Understand customers' internal business functions and culture. Project manage customer-facing projects and internal advanced service improvements. Identify, build and maintain relationships with customers' internal management. Act as a 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. Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction, and gap analysis to the customer and internal Cisco personnel. Provide customers with updates on hot or escalated issues. Coordinate and conduct weekly conference calls to provide status reports to customers. Create and present quarterly reports to customers with analysis of customer support needs. Who You'll Work With CX is a team of elite technical experts whose #1 focus is to help customers plan, design, deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.
As the liaison between the customer and Cisco technical support, you will track 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 superior project management and communications skills and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.
Typically requires a BS/BA degree or equivalent plus 10+ years related customer support experience, project management experience, or business experience. Strong project management, influencing and negotiation, critical thinking, and decision-making skills. Ability to work as a team member in a cross-functional, matrix environment. Excellent presentation and interpersonal skills. Strong understanding of Cisco's internal business functions; Understanding of Cisco's sales cycle; Understanding of Cisco products and solutions. Knowledge of vertical market business trends and concepts. Understanding of pertinent software applications used for reporting and researching. Ability to type and to use PC/phone/pager for frequent communication. Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations. CCNA or equivalent networking knowledge is helpful. ITIL Foundation v4 certified is a plus. Demonstrated ability to excel in the following areas: Customer Service Conflict Management Analytical and Trend analysis Communication/Presentation Project Management Work rights The opportunity is available to applicants in any of the following categories.
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