Customer Operations Analyst - Service Delivery

  • Location:
    Eschborn, Hessen, Germany
  • Additional Location(s)
    Berlin, Garching
  • Area of Interest
    Information Technology
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1220853
New

Who You Will Work With

Cisco’s government and enterprise customers receive personalized reactive services from a dedicated team of engineers as part of the CNS Service Team (Classified Network Support).

Being part of the Advanced Services organization, Cisco CNS Germany provides “high touch” services and third level support to differentiate our service from regular technical services and support.

The CNS team is currently expanding capabilities and as a new team member you will have the opportunity to work in a fun, challenging, diverse, and dynamic environment. Learning and sharing experiences is expected and part of the team’s growth and start up culture, while we continue to build the team and customized services.

What You Will Do

In this highly visible role as a Customer Operations Analyst (or High Touch Operations Manager), you will:

  • Act as a customer's strategic support consultant.
  • Craft continuous improvement strategies to optimize customer's perceptions of service and support under security aspects.
  • Act as “business driver” to improve customer's and Cisco's internal operations.
  • Identify and plan for and manage resource needs within Cisco.
  • Develop and write processes and procedures for customized support services.
  • Coordinate technical issues and customer needs.
  • Ensure customer satisfaction and work on specific customer Key Performance Indicators to increase trust and alignment.

Who You Are

In addition to your ability to work as a team member in a cross-functional and collaborative environment, you possess:

  • Excellent presentation and communication skills.
  • Command of customer's environment (economic, political, cultural).
  • Ability to communicate effectively with all levels of customer (engineering to executive).
  • Command of vertical market business trends and concepts.
  • Fluent German and English language skills in speaking, reading and writing.
  • Willingness to work on shift (on call and up to 3-shift duty roster).

Desired Expertise

  • Typically requires a BS/BA or MS/MA degree or equivalent plus 3-4 years related customer support experience, project management experience or business experience.
  • Job experience as Project Manager, Operations Manager, Duty Manager (i.e. TAC, FTS, CMS).
  • ITIL Foundation v2/3 certified.
  • PMP and/or Masters.

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

 

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