1+ months

High Touch Operations Manager

Cisco Systems Inc.
Mexico City, Mexico
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Cisco seeks a High Touch Operations Manager to work with critical customers, for service providers, ensuring they receive premium-level service.


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.

In addition to the above:
Write processes and procedures for customized support services.
Ensure proper support and delivery of service solutions. Identify customer needs and assist with customer services and customer processtraining.
Act as a business driver to improve customers and Ciscos 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.
Be able to work at the customer site to present operational issues/activity, customer satisfaction, and gap analysis to customers and internal Cisco personnel.
Provide customers with updates on hot or escalated issues.
Coordinate and conduct weekly conference calls to provide status reports to the customer. Create and present quarterly reports to customers with analysis of customers support needs.

Who You'll Work With

Customer Experience (CX) Service Providerprovides top world-class support services to our top partners by accelerating customer and partner success. Our Customer Operations team is responsible for acting as a liaison between the customer and Cisco technical support, tracking service processes, driving improvements, and ensuring excellence at every phase.

Who You Are

The ideal candidate possesses superior project management and communication skills and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.


Required / Desired Skills:

oTypically requires a BS/BA degree or equivalent plus 3-5 years related customer support experience, project management experience or business experience.MBA is a plus.

oStrong project management, influencing and negotiation, critical thinking, and decision-making skills.

oCrisis Management, Escalation Management, resource management skills are key for the position.

oAbility to work as a team member in a cross-functional, matrix environment.

oExcellent presentation and communication skills.

oStrong understanding of Cisco's internal business functions; Understanding of Cisco products and solutions.

oKnowledge of vertical market business trends and concepts.

oUnderstanding pertinent software applications used for reporting and researching.

oIn charge of keeping the customer communication.

oCCNA or equivalent networking knowledge highly desired

oITIL Foundation v3 or v4 certified is a plus

oDemonstrated ability to excel in the following areas:

Stressful situations, build customer relationship, team work, metrics generation, presentations, processes and new methodologies like Agile, Scrum, Kanban, etc.

Good proficiency in English is a requirement.

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, with us! #WeAreCisco

Posted: 2021-05-07 Expires: 2021-07-08
Sponsored by:
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High Touch Operations Manager

Cisco Systems Inc.
Mexico City, Mexico
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