HIGH TOUCH OPERATIONAL MANAGERS

Position: High Touch Operations Manager

Education
• BS/BA degree or equivalent. Typically requires BSc Computer Science, Electronic or Telecommunications engineers. Advanced degree strongly preferred.

Experience
• Equivalent plus 2-3 years related customer support experience, project management experience or business experience.

Role purpose
• 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.

Required profile
• 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 and Qualifications
• Follow up on open action items and cases to ensure we meet our commitments.
• Act as business driver to improve customer's and Cisco's 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 Cisco processes and procedures.
• Understands customers business requirements and aligns to Cisco solutions
• Represent customer needs to Cisco post-sales support teams and applicable organizations.
• Provide status reports to Cisco 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.

Desired Skills
• 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.
• Ability to type and to use PC/phone/pager for frequent communication.
• 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

Certifications
• CCNA or equivalent networking knowledge highly desired
• ITIL Foundation v3 certified is a plus

Languages
• Advanced-level English (spoken/written)


Location
• Hybrid, remotely and attending client site in Costa Rica.