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High Touch Operations Manager

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Cisco

Sep 16

Applications are closed

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    IT & Cybersecurity
  • United Kingdom, +11
    Remote

Requirements

  • - ITILV3 SO, ITIL 4 Foundation desirable.
  • - Evaluate critical situations and drive appropriate resources and behaviours to resolve incidents.
  • - Ability to perform situational risk assessment and mitigation.
  • - Superb communication skills demonstrating understanding of customers’ expectations.
  • - Ability to consolidate data from various sources and develop coherent executive messaging.
  • - Must demonstrate a solid sense of ownership, impartiality, and integrity.
  • - Excellent time management and work prioritization skills.
  • - Strong influencing and negotiation skills.
  • - Experience with or be able to quickly learn Cisco escalation processes.
  • - Experience with various Cisco business units and roles which typically get along with and support customers.
  • - A proven authority in customer experience management.

Responsibilities

  • Act as customer’s strategic support consultant. Kickstarting services, onboarding and guiding personnel and setting up right expectations.
  • Establish deep customer relationships, collaborating with and influencing senior level operations executives on High Value accounts.
  • Proactively addresses business or operational constraints, identify and fix knowledge gaps to ensure customer success.
  • Collaborate and Lead cross-functional teams in solving diverse incident issues or driving operational efficiency.
  • Apply understanding of Cisco’s offer portfolio in effectively addressing current and future customer operational and business challenges.
  • Leverage industry standard methodologies and detailed understanding of the customer’s operational model.
  • Presenting Monthly and Quarterly reviews for internal and external stakeholders.
  • Setting up weekly cadences to review transactional issues.
  • Review historic customer data to identify trends and enable problem management.
  • Providing periodic and ad hoc report analytics based on customer request.
  • Balance multiple customers for aforementioned needs remotely or onsite.

FAQs

What is the main focus of the High Touch Operations Manager role?

The main focus of the High Touch Operations Manager role is to serve as a strategic support consultant for customers, enhancing operational efficiency and expediting issue resolution for mission-critical network operations.

What type of accounts will I be working with in this position?

In this position, you will be working with strategic accounts and enterprise businesses that require high-value operational support.

What qualifications are required for this role?

The role requires ITIL V3 SO certification, with ITIL 4 Foundation being desirable. Experience in customer experience management and strong communication skills are also essential.

What are the primary responsibilities of the High Touch Operations Manager?

Responsibilities include onboarding services, establishing customer relationships, addressing operational constraints, collaborating with cross-functional teams, presenting reviews to stakeholders, and analyzing customer data.

How important is collaboration in this role?

Collaboration is crucial, as you will lead cross-functional teams to resolve incident issues and improve operational efficiency, ensuring successful outcomes for customers.

What kind of reporting is expected in this position?

You will be responsible for presenting monthly and quarterly reviews, setting up weekly cadences for transactional issues, and providing periodic and ad hoc report analytics as requested by the customer.

Is previous experience with Cisco necessary for this role?

While direct experience with Cisco is beneficial, the ability to quickly learn Cisco escalation processes and an understanding of various Cisco business units is also important.

What skills are critical for success in the High Touch Operations Manager position?

Critical skills include superb communication, time management, influencing and negotiation capabilities, situational risk assessment, and the ability to consolidate data for executive messaging.

How does Cisco value diversity and inclusion in the workplace?

Cisco embraces diversity and inclusion, valuing unique perspectives and backgrounds. The company encourages team members to be themselves and believes that diversity of thought is essential for innovation and progress.

What kind of culture can I expect at Cisco?

The culture at Cisco focuses on innovation, collaboration, accountability, and giving back. It encourages creativity and learning from failures, fostering an environment where team members can grow and contribute positively.

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Cisco

Technology
Industry
10,001+
Employees
1984
Founded Year

Mission & Purpose

Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.

Benefits

  • Competitive compensation

    Our high-performance culture rewards innovation, collaboration and achievement.

  • Employee stock purchase program

    Purchase Cisco stock at a discount to invest in your financial future and the company's (up to 10% of your salary).

  • Employee discount programs

  • Flexible work practices

  • Generous paid time off + holidays

OpportunitiesView all

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