High Touch Operations Manager at Cisco (Dallas, TX)

| Dallas-Fort Worth, TX
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Why you'll love Cisco
We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.
Who You'll Work With
The Customer Experience organization (CX), is one of Cisco's fastest growing teams. CX is a transformation that adopts to the customers reality. It is a philosophy that runs across the company and touches the customer at every step of the journey. CX is an evolving portfolio of services that align more with the customer's cycle. It's a team that's committed to helping customers achieve their outcome and measure their success.
Who You Are
You will act as the customer advocate to Cisco Technical Support building strong relationships and is a lead for internal teams to succeed. You should possesses superior project management, communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure. Must also possesses ability to select the level of communication based on the audience, for example, generating communication to customer executive vs operations engineer. You should demonstrate capabilities to be able to reset customer expectations and articulate when the customer ask is not part of the deliverables /offer sold and continue to lead activities/request in tune with the services offering for the customer. You should possess abilities to create analytics through different trends and possess technical familiarity to take issues to resolution.
Role & Responsibilities
o Write processes and procedures for customized support services.
o Identify need for and assist with the creation of customer training.
o Act as "business driver" to improve customer's and Cisco's internal operations.
o Understand customer's internal business functions and culture.
o Identify, build and maintain relationships with customer's internal management.
o Act as single point of contact for operational issues, mitigating any crisis.
o Represent customer needs to Cisco post-sales support teams and applicable organizations.
o Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction, and gap analysis to the customer and internal Cisco personnel.
o Provide customers with regular updates on "hot" or escalated issues according to customer sentiment.
o Coordinate and conduct weekly conference calls to provide status reports to customer.
o Create and present quarterly reports to customers with analysis of customer's support needs.
o Problem/Project Management.
o Work with Global Delivery Services Manager to ensure seamless and consistent delivery of services and solution support to achieve customer SLA/KPIs.
o Manage/project manage critical technical and political relationship both within the customer's organization and throughout the Cisco internal escalation chain.
o Develop and share operational standard methodologies, processes and procedures to improve the customer operations overtime.
o Build consistent relationships with key Operations and support decision makers within customer base and advices on future direction of Cisco/customer post-sales support relationship.
o Project manages customer facing projects and internal advanced service improvements
o Be an established "go to" person and main point of contact for customer and internal operational issues.
o Continue to innovate and improve the customer QBR experience.
o Accurately produce High Availability metrics reports (MTTR, KPIs, Analytics, etc.) and other custom reports.
o Conduct internal and customer facing knowledge transfer sessions on Cisco tools processes, procedures.
o Find opportunities for improvement and project manage process improvements internally to Cisco and within the customer's operation.
o Spear head data gathering on customer projects/initiatives, and ensure alignment to AS/TS/CRT deliverables.
o Regular review of RMAs to determine if parts are meeting MTBF especially on accounts that have contracted pay outs. If RMAs are getting close to pay out time - dynamically require EFAs by updates through GRs.
o As regional requirement, you should be able to manage communication in local language and corporate lingo.
Required Skills
o Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.
o Ability to work as a team member in a cross-functional matrix environment.
o Excellent presentation and communication skills.
o Executive level
o Knowledge of vertical market business trends and concepts.
o Strong project management skills.
o Strong influencing and negotiation skills.
Specific requirements:
o Lead continual improvement strategies to optimize customer's perceptions of service and support.
o Understand customer's business, vertical market trends, financial complexities and monetary flow.
o Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications.
o Establish/manage strategic cross functional relationships with account partners globally.
o Drive internal organizational improvements, MBOs and Best Practices.
o Deliver complex service solutions for top-tier FTS customers.
o Lead and influence partners through critical delivery situations.
o Manages customer facing projects and internal service improvements.
o Possess a high level of business insight - demonstrated application of advanced business theory and extensive experience in multiple business functions.
For more information, please refer to the HTOM website at:http://www.cisco.com/en/US/services/ps2827/ps2567/data_sheet_htom.pdf
What You'll Do
You will be 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.
You will be a High Touch Operations Manager to work with designated mission-critical customers in specific regions such as Local Service Providers and Large/Medium Enterprise Companies, ensuring they receive premium-level service from the TSA and/or SPA or the global service delivery model.
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.
o We connect everything - people, process, data and things - and we use those connections to change our world for the better.
o 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 Cities to your everyday devices.
o 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.
Colourful 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
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
More Information on Cisco
Cisco operates in the Cloud industry. The company is located in San Jose, CA, Irvine, CA, San Antonio, TX, Richardson, TX, Overland Park, KS, Bloomington, MN, Chicago, IL, Chicago, IL, Franklin, TN, St. Petersburg, FL, Charlotte, NC, Derndon, VA, Morrisville, NC, Morrisville, NC, Pittsburgh, PA and Boxborough, MA. Cisco was founded in 1984. It has 77500 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 83 open jobs at Cisco, click here.
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