High Touch Operations Manager for Enterprise / Public Sector Japan FTS (Focused Technical Support)

  • Location:
    Tokyo, Kanto, Japan
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Internet of Everything, Networking, Security, Wireless, Mobility
  • Job Id
    1204317
New

High-Touch Operations Manager - Enterprise and Public Sector


What You’ll Do

Cisco seeks a Customer Operations Analyst to work with designated mission-critical customers, such as financial services companies and public sector customers, ensuring they receive premium-level service.

Responsibilities:

As the liaison (single point of contact) 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 possesses superior project management and communication skills, demonstrates ability to diplomatically influence and effectively manages challenging situations under pressure.

-         Build and develop good relationships with customers.

-         Act as single point of contact for operational issues and customer escalations.

-         Understand customer requests and explain them to Cisco post-sales support teams or related organizations.

-         Monitor and support open cases to ensure timely resolution and to meet service level commitments.

-         Detect and solve operational issues.

-         Provide customers and Cisco management team with timely status reports on hot or escalated issues.

-         Conduct and coordinate periodic meetings with customers to provide status reports and discuss operational issues

-         Educate customers about Cisco processes and procedures.

-         Conduct a deep analysis of technical cases trend, operational issues, customer skill and customer satisfaction, and deliver the outcome to customer management team at quarterly business reviews.

Who You Are

Required skills:

-         Fluent Japanese (reading, writing, speaking, listening, presenting) skills.

-         Business level English skills.

-         Positive attitude and proactive communication to build and develop teamwork.

-         Strong leverage and influence to achieve a target.

-         Customer-oriented mind.

-         Desire to keep learning new things.

-         Typically requires 3-5 years customer support experience, project management experience or basic business experience

-         Ability to engage cross-functional resources to solve customer issues

-         Ability to use PC/phone for frequent communication

-         Ability to utilize software applications (ex, MS Excel with macro / VBA) for making customer report data.

-         Skill to create easy-to-understand presentation material.

-         Good presentation skills.

-         CCNA or equivalent basic technical/networking knowledge.

-         Basic understanding of Cisco products and solutions.

-         Basic understanding of project management.

-         Basic understanding of business concepts.

-         ITIL desired.

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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