High Touch Operations Manager Feltham, South West England, England
Cisco Systems
Full Time
Feltham, South West England, England
33113 - 88225 GBP ANNUAL Today
Job description
Cisco seeks a High Touch Operations Manager to work with designated critically important customers, ensuring they receive premium-level service. As the liaison between the customer and Cisco Support Services, 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.
What You’ll Do
Support delivery of High Touch Technical Care program to major accounts
Ensure follow-up and closure of critical problems with large strategic customers
Regularly interact with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, Webex, video conferencing and other collaboration tools.
Coordinate root cause analysis upon customers request
Write and/or implement processes and procedures for customized support services.
Act as "business driver" to improve the customer's and Cisco's internal operations.
Identify, build and maintain relationships with customer's operational teams, and their management.
Act as single point of contact for operational issues.
Coordinate technical support to properly lead operational issues and customer needs, and ensure service delivery meets customer expectations.
Represent the customer needs to Cisco post-sales support teams and applicable organizations.
Provide customers with updates on "hot" or advanced issues, working with relevant team to ensure root cause analysis is generated for all service/business-impacting operational incidents.
Coordinate and conduct weekly conference calls to provide status reports to customer.
Create and present monthly/quarterly business review reports to customers with analysis of customer’s operational incidents and support needs.
Travel to quarterly/monthly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.
Who You’ll Work With
Our best-in-class Customer Experience team combines knowledge of customer's network and processes with deep domain expertise and tenured experience to deliver unparalleled network support services. Here, you’ll be maintaining a good relationship with the customer during the course of the problem resolution process.
Who You Are
Excellent presentation and interpersonal skills .
Understanding of analytics, metrics, KPIs to perform basic trend analysis, and formulate customer recommendations and focus areas.
Very good communication, interpersonal and Problem-Solving skills
Understanding of networking technology.
Solid grasp of business process and requirements in a support environment.
Understand customer’s internal business functions and culture.
Proven crisis management skills, and the ability to excel under pressure with the ability to drive recreates remotely.
Collaboration
Strong report writing skills
Strong critical thinking and decision-making skills.
Highly proficient with MS Office applications (Excel, PowerPoint, Word, and Outlook).
BS, CS, or University degree equivalent plus proven ability in network engineering or telecommunications support environment
ITIL certified (minimum Foundations)
Enterprise Network Industry and/or related experience
Demonstrate the ability to excel in the following areas:
Customer service
Conflict Management
Analytical and Trend Analysis
Communication/Presentation
Desired Skills:
Ability to work as a team member in a multi-functional matrix environment.
Ability to apply knowledge and formulate customer recommendations.
Understanding of Cisco products and solutions.
Ability and propensity to regularly learn and apply new skills
CCNA, and/or CCNP
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? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco
Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire salaries in U.S. locations. For non-sales roles, the hiring ranges reflect base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales positions include base and incentive target, and do not include equity or benefits. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
Cisco Systems
www.cisco.com
Feltham, United Kingdom
Chuck Robbins
$10+ billion (USD)
10000+ Employees
Company - Public
Enterprise Software & Network Solutions
1984
