Graduate High Touch Operations Manager - Sweden

at  Cisco Systems

Program Start Date: 1st September 2024
Location: Stockholm, Sweden
Cisco seeks a High Touch Operations Analyst to work with designated mission-critical customers, 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.

DESIRED SKILLS:

• Ability to work as a team member in a cross-functional matrix environment.
• Excellent presentation and communication skills (verbal & written)
• Report writing skills
• Influencing and negotiation skills.
• Strong critical thinking and decision-making skills
• Ability to apply knowledge and formulate customer recommendations.
• Ability and propensity to regularly learn and apply new skills in the networking environment
• Project management (ex. CAPM, PMP, PRINCE2) and/or ITIL certification is a great plus

• Support delivery of High Touch Technical Care program to major accounts
• 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.
• Co-ordinate technical support to properly 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.
• Take part in weekly conference calls to provide status reports to customer.
• Take part in creating and presenting quarterly business review reports to customers with analysis of customer’s operational incidents and support needs.