High Touch Operations Manager (HTOM)- Uganda at Cisco

About the job

What You'll Do
Specialist Care organization seeks a High Touch Operations Manager to work with designated most meaningful customers, such as enterprise and financial services companies, driving partnership and communications between the end customer & Cisco partners, and ensuring they receive premium-level service.

• Write processes and procedures for customized support services.
• Ensure accurate delivery and sales of product and service solutions.
• Identify need for and assist with creation of customer training.
• Act as business driver to improve customer's and Cisco's internal operations.
• Understand customer's internal business functions and culture.
• Project manage customer facing projects and internal advanced service improvements.
• Identify, build and maintain relationships with customer's internal management.
• Act as single point of contact for operational issues.
• Coordinate technical issues and customer needs.
• Represent customer needs to Cisco post-sales support teams and applicable organizations. Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.
• Provide customers with updates on hot or escalated issues.
• Coordinate and conduct weekly conference calls to provide status reports to customer.
• Create and present quarterly reports to customers with analysis of customer's support needs.

Who You'll Work With

• CX is a team of elite technical experts whose #1 focus is to help customers plan, design, deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.
• As the liaison 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

Who You Are
The ideal candidate possesses superior project management and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.

• Typically requires a BS/BA degree or equivalent plus 10+ years related customer support experience, project management experience or business experience.
• Strong project management, influencing and negotiation, critical thinking and decision-making skills.
• Ability to work as a team member in a cross-functional, matrix environment.
• Excellent presentation and interpersonal skills.
• Strong understanding of Cisco's internal business functions; Understanding of Cisco's sales cycle; Understanding of Cisco product and solutions.
• Knowledge of vertical market business trends and concepts.
• Understanding of pertinent software applications used for reporting and researching.
• Ability to type and to use PC/phone/pager for frequent communication.
• Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations.
• CCNA or equivalent networking knowledge helpful.
• ITIL Foundation v4 certified is a plus.

Demonstrated ability to excel in the following areas

• Customer Service
• Conflict Management
• Analytical and Trend analysis
• Communication/Presentation
• Project Management
• Why Cisco

At Cisco, each person brings their different talents to work as a team and make a difference.

• Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

#WeAreCisco.