Cisco High Touch Operations Manager

at  CRG Solutions

We are looking for a leader who 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.

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

• 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 improvement