High Touch Operations Manager at Cisco

Cisco seeks a High Touch Operations Manager to work with designated mission-critical customers in Africa, such as Large Enterprise Companies, ensuring they receive premium-level service. As the liaison between the customer and Cisco Support Services, 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.
What You’ll Do

• Support delivery of Specialist Care program to major accounts
• Ensure follow-up and closure of critical problems with large strategic customers
• Regularly interact with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
• Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, Webex, video conferencing and other collaboration
• Co-ordinate root cause analysis upon customers request
• Write and/or enforce processes and procedures for customized support services.
• Act as "business driver" to improve the customer's and Cisco's internal operations.
• Identify, build and maintain relationships with customer's operational teams, and their management.
• Act as single point of contact for operational issues.
• Co-ordinate technical support to accurately manage operational issues and customer needs, and ensure service delivery meets customer expectations.
• Represent the customer needs to Cisco post-sales support teams and applicable organizations.
• Provide customers with updates on "hot" or advanced issues, working with relevant team to ensure root cause analysis is generated for all service/business impacting operational incidents.
• Coordinate and conduct weekly conference calls to provide status reports to customer.
• Build and present quarterly business review reports to customers with analysis of customer’s operational incidents and support needs.

Who You’ll Work With
Our best-in-class Customer Experience team combines knowledge of customer's network and processes with deep domain expertise and tenured experience to deliver unparalleled network support services. Here, you’ll be maintaining a good relationship with the customer during the course of the problem resolution process
Who You Are

• Good communication, interpersonal and Problem-Solving skills
• Understanding of networking technology.
• Solid grasp of business process and requirements in a support environment
• Proven crisis leadership skills, and the ability to excel under pressure with the ability to drive recreates remotely
• BS, CS, or University degree equivalent plus experience in network engineering or telecommunications support environment
• ITIL certified (minimum Foundations)
• Enterprise Network Industry and/or related experience