High Touch Operations Manager (remote)

The SP-Web organization seeks a Customer Operations Analyst to 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. 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.
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.
Responsibilities:
Write processes and procedures for customized support services.
Ensure proper delivery and sales of product and service solutions.
Identify the need for and assist with the creation of customer training.
Act as a business driver to improve customers' and Cisco's internal operations.
Understand customers' internal business functions and culture.
Project manage customer-facing projects and internal advanced service improvements.
Identify, build and maintain relationships with customers' internal management.
Act as a 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.
Required / Desired Skills:
Typically requires a BS/BA degree or equivalent plus 3-5 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 communication 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 highly desired
ITIL Foundation v3 certified is a plus
Demonstrated ability to excel in the following areas:

1. Customer Service
2. Conflict Management
3. Analytical and Trend analysis
4. Communication/Presentation
5. Project Management

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
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Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.