1+ months

High Touch Operations Manager

Cisco Systems Inc.
Feltham, England TW13 4
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High Touch Operations Manager - UKI

  • What Youll Do

    • As a HTOM - Make decisions impacting one or more Customers. These decisions could potentially impact the revenue on customer accounts (i.e. CSAT impact on renewals/upsell).
    • Makes decisions impacting multiple Cisco teams (i.e. Asset Mgt, HTTS, Learning etc). These decisions could potentially impact the costs associated with those Cisco teams (i.e. round-trip RMAs, proactive M/Ws
    • Builds relationship with customer's operational team(s), typically Mgr /Dir level
    • Understands customers business requirements and aligns to Cisco solutions
    • Identify, plan for and manage resource needs within Cisco
    • Lead data gathering on customer projects initiatives aligned to Expert Care deliverables
    • Work with Customer Delivery Managers and Service Managers to ensure seamless and consistent delivery
    • Partner with Service Manager, Customer Success representative, and or appropriate role based on account complexity to align on annual account plan
    • Coach & mentor peer HTOMs

    Your Responsibilities

    • Responsible for delivery on 1-5 customer accounts. These accounts may have medium complexity, i.e. may not have the full range of Expert Care services or SLAs Solutions problems with moderate complexity
    • Considers the relative value of several alternative solutions to potential issues before confirming a final decision as to the path forward
    • Coordinate and deliver customer Quarterly Business Reviews, as well as any preparation and follow-ups
    • Innovate and improve the customer QBR experience
    • Develop and share operational best practices, processes and procedures to improve the customer operations overtime
    • Conduct internal and customer facing knowledge transfer sessions on Cisco tools processes, procedures
    • Be an established "go-to" person and the main point of contact for the customer and internal operational issues
    • Drive adoption of L3 Expert / Expert Care services

    Who You Are

    Requires a general understanding of the processes, procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.

    • Applies knowledge of how the team relates to other closely related areas to improve the efficiency of their work.
    • Bachelors + 5 years of meaningful experience, or Masters + 3 years of relevant experience
    • Strong customer support process skills
    • Good understanding of Incident management & Conflict management
    • ITILv4 Foundation
    • ITIL v4 Create

    We Are Cisco

    • #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it. We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security 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 cant 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 a 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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.
    • #LI-MW1
Posted: 2021-05-14 Expires: 2021-07-15
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High Touch Operations Manager

Cisco Systems Inc.
Feltham, England TW13 4
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