High Touch Operations Manager

6 months ago

Toronto, Canada Cisco Systems Full time

Cisco seeks a High Touch Operations Manager to work with designated critical customers, such as 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 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 the 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 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 organisations.
- Possible travel to the customer site to present operational issues and activity, customer satisfaction, and gap analysis to the customer and internal Cisco personnel.
- Provide customers with updates on hot or raised issues.
- Coordinate and conduct weekly conference calls to provide status reports to customers.
- Build and present quarterly reports to customers with an analysis of customer’s support needs.

Who You'll Work With

Customer Experience (CX) Service Provider provides 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

Required / Desired Skills:

- Typically, it requires a BS/BA degree or equivalent plus 5 years of related customer support experience, project management experience, or business experience.
- Strong project management, influencing, 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 products and solutions.
- Knowledge of vertical market business trends and concepts.

Demonstrated ability to excel in the following areas:

- CCNA or equivalent networking knowledge is highly desired
- ITIL Foundation v3 certification is a plus
- Proficient in English
- Customer Service
- Conflict Management
- Analytical and Trend analysis

**Why Cisco?**

WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us #WeAreCisco

U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan w

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