Cisco High Touch Operations Manager

hace 3 semanas


San José, San José, Costa Rica CRG Solutions A tiempo completo

We are looking for a leader who work with designated mission-critical customers, such as service providers and financial services companies, driving collaboration and communications between the end customer and Cisco stakeholders, and ensuring they receive premium-level service.


Requirements

:

-
Fluent in English. High Proficiency level
(must).

:

  • 4+ years leading remote or diverse technical teams in the Enterprise industry.
  • Strong project management, influencing and negotiation, critical thinking, and decisionmaking skills.
  • Experience with Incident management.
  • Experience working with Enterprise Level customers.
  • Experience presenting to Executives and C suite.
  • TAC management experience will be a plus.
  • Ability to work as a team member in a crossfunctional, matrix environment.
  • Excellent presentation and communication skills.
  • Strong understanding of Cisco's internal business functions; Understanding of Cisco's sales cycle; Understanding of Cisco product and solutions
  • CCNA or equivalent networking knowledge highly desired
  • ITIL Foundation v3 certified is a plus.

Responsibilities

:

  • Follow up on open action items and cases to ensure we meet our commitments
  • Act as business driver to improve customer's and internal operations.
  • Understand customer's internal business functions and culture.
  • Act as single point of contact for operational issues.
  • Coordinate technical issues and customer needs.
  • Educate customers on processes and procedures.
  • Understands customers business requirements and aligns to solutions
  • Represent customer needs to postsales support teams and applicable organizations.
  • Provide status reports to stakeholders.
  • Provide customers with updates on hot or escalated issues.
  • Create and present quarterly reports to customers with analysis of customer's support needs.
  • Take the initiative on developing required skills, offers and job training.
  • Identify and analyze operational area of improvements

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