Customer Operations Manager - Service Provider

  • Location:
    Costa Mesa, California, US
  • Additional Location(s)
    Within reasonable commute to customer location in El Segundo, CA
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    *None, Service Provider
  • Job Id
What You'll Do 
You will be responsible for ensuring committed deliverables meet quality expectations, identify new Cisco Services expansion sales opportunities and communicating these opportunities to the Customer Engagement Manager. You are to be primary point-of-contact for the customer for communications and rapid and effective resolution of major escalations, responsible for identifying and communicating changes to services offers to better align with customer requirements, engage with Customers and validate that delivered services meet contracted customer requirements and expectations. You will also provide executive communications and reviews (e.g., QGRs; JBRs) highlighting Cisco's value contributions, interlock with Program/ Project Management teams on quality and scheduling of deliverables, interlock and engage with all appropriate Cisco resources (e.g., TAC; Bus; BEs; CAP; etc.) on critical escalations and contribute to requirements gathering and analysis for new proposed services offers.

Who You'll Work With 
Cisco's Americas Service Provider Advanced Services organization provides business outcomes that increase the value of IT relevance to our customers and partners, and establishes Cisco as the number one IT company. We do so through earning customer, partner, and employee loyalty by instituting an agile model that profitably builds, sells, and delivers services across all consumption models.
The Team:  The Cable and Media marketplace is very dynamic with large scale technology transitions underway and significant activity around new market entrants and mergers and acquisitions.  We are building high performing teams that are tightly engaged with our clients, understand their business requirements and can orchestrate the execution of our services to meet our client's business needs.

Who You Are 
Do you have the ability to communicate clearly, build rapport, listen effectively and apply questioning techniques to understand sales team needs and resolve issues in a timely manner while maintaining a consistent demeanor? Are you are able to identify and understand issues, problems, and opportunities as well as taking courses of action based on sound analysis and judgment? Do you have Cross-Functional Effectiveness - leverage resources across Cisco and customer to ensure success?  Are you able to ensure the optimal alignment and delivered value of Cisco's services to customer's needs and requirements? Are you able to directly support the Service Delivery Executive and interface with the customer Engineering and Operations executive and management teams? Do you have experience with operational responsibility and accountability for ensuring customer outcomes are achieved and services value is recognized? 

If so, our minimum requirements for this role are: 
        8+ years of experience with the following: 
*	Relevant telecom or cable industry related experience (e.g. IT domain expertise, Service Provider experience, etc.)

*	Engaging at all levels within customer including the Executive level.
*	Excellent Communication Skills - (verbal, written and presentation) 
*	Relationship Management - build and maintain strong relationships with Service Provider customers
*	Knowledge of Service Provider networks and Architectures
*	College Degree (Bachelor, Masters) - technical 

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

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