Cisco High Touch Operations Manager
- San José
- Permanente
- Tiempo completo
**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 decision-making 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 cross-functional, 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 post-sales 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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