High Touch Operations Manager

  • Location:
    Buenos Aires, Argentina
  • Additional Location(s)
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

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.

The ideal candidate acts as the customer advocate to Cisco Technical Support building strong relationships and is a lead for internal teams to succeed. The ideal candidate possesses superior project management, communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure. The candidate also possesses ability to select the level of communication based on the audience, for example, generating communication to customer executive vs operations engineer. The ideal candidate 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. The candidate should possess abilities to create analytics through different trends and possess technical familiarity to take issues to resolution.  


Role & Responsibilities

•       Write processes and procedures for customized support services.

•       Identify need for and assist with the creation of customer training.

•       Act as "business driver" to improve customer's and Cisco's internal operations.

•       Understand customer's internal business functions and culture.

•       Identify, build and maintain relationships with customer's internal management.

•       Act as single point of contact for operational issues, mitigating any crisis.

•       Represent customer needs to Cisco post-sales support teams and applicable organizations.

•       Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction, and gap analysis to the customer and internal Cisco personnel.

•       Provide customers with regular updates on "hot" or escalated issues according to customer sentiment.

•       Coordinate and conduct weekly conference calls to provide status reports to customer.

•       Create and present quarterly reports to customers with analysis of customer's support needs.

•       Problem/Project Management.

•       Work with Global Delivery Services Manager to ensure seamless and consistent delivery of services and solution support to achieve customer SLA/KPIs.

•       Manage/project manage critical technical and political relationship both within the customer’s organization and throughout the Cisco internal escalation chain.

•       Develop and share operational best practices, processes and procedures to improve the customer operations overtime.

•       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.

•       Project manages customer facing projects and internal advanced service improvements

•       Be an established "go to" person and main point of contact for customer and internal operational issues.

•       Continue to innovate and improve the customer QBR experience.

•       Accurately produce High Availability metrics reports (MTTR, KPIs, Analytics, etc.) and other custom reports.

•       Conduct internal and customer facing knowledge transfer sessions on Cisco tools processes, procedures.

•       Identify opportunities for improvement and project manage process improvements internally to Cisco and within the customer’s operation.

•       Spear head data gathering on customer projects/initiatives, and ensure alignment to AS/TS/CRT deliverables.

•       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.

•       As regional requirement, candidate must be able to manage communication in local language and corporate lingo.


Who You'll Work With

Cisco seeks a Customer Operations Analyst 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.


Who You Are

·     Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.

·     Ability to work as a team member in a cross-functional matrix environment.

·     Excellent presentation and communication skills. *Executive level

·     Knowledge of vertical market business trends and concepts.

·     Strong project management skills.

·     Strong influencing and negotiation skills.

·     Strong critical thinking and decision-making skills.

·     Strong understanding of Cisco’s internal business functions.

·     Understanding of Cisco’s sales cycle.

·     Understanding of pertinent software applications used for reporting and researching.

·     Superior Conflict Management abilities

·     Ability to use PC/phone/pager for frequent communication.

·     Proficient with MS Office applications (Excel, PowerPoint, Word, and Outlook).

·     Experience with Pivot tables and macros a plus.

·     ITIL Foundations certification, DMAIC or Six Sigma Green belt is a plus

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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