1+ months

High Touch Operations Manager

Cisco Systems Inc.
Mexico City, Mexico

What You'll Do

High Touch Expert Care (HTEC) organization seeks aHigh Touch Operations Manager to work with designated mission-critical customers, such as service providers and financial services companies, driving collaboration and communications between the end customer and Cisco stakeholders, and ensuring they receive premium-level service.

Who You'll Work With

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.

Responsibilities:
Write processes and procedures for customized support services.
Ensure proper delivery and sales of product and service solutions.
Identify need for and assist with creation of customer training.
Act as business driver to improve customer's and Cisco's internal operations.
Understand customer's internal business functions and culture.
Project manage customer facing projects and internal advanced service improvements.
Identify, build and maintain relationships with customer's internal management.
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. Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to 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 customer.
Create and present quarterly reports to customers with analysis of customer's support needs.



Required / Desired Skills:
Typically requires a BS/BA degree or equivalent plus 5-7 years related customer support experience, project management experience or business experience.

Fluent english language skills.


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 communication skills.
Strong understanding of Cisco's internal business functions; Understanding of Cisco's sales cycle; Understanding of Cisco product 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 highly desired.

ITIL Foundation v4 certified is a plus.
Demonstrated ability to excel in the following areas:
1. Customer Service
2. Conflict Management
3. Analytical and Trend analysis
4. Communication/Presentation
5. Project Management

Why Cisco

At Cisco, each person brings their unique 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.

Colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

Categories

Posted: 2019-10-16 Expires: 2019-12-15

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High Touch Operations Manager

Cisco Systems Inc.
Mexico City, Mexico

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