What You'll Do

The High Touch Operations Manager (HTOM) works with our most strategic and impactful customers delivering premium support services.

• The HTOM leads delivery of Expert Care services to Cisco Customers
• Provides support and builds positive relationships with the customer’s operational teams,
• Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, improving availability.
• Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
• Co-ordinates other Expert Care resources including Asset Manager, Learning Advisor, High Touch Engineers to deliver the full suite of Expert Care services
• Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value, and providing a point of view.
• Drives adoption of Expert Care service and Understands customers business requirements and aligns them to Cisco services.

Who You'll Work With

The Cisco CX Team is passionate about helping driving new opportunities for Cisco and it's transforming our customers’ businesses. Today, we are building impactful teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our clients business needs. As a team, we will collaborate with like-minded innovators in a lively and flexible culture that has earned Cisco global recognition as the Best Place To Work.

Who You Are

We are seeking experts in customer service and delivery with a passion for customer service.

• BS/CS/Business or equivalent or 5+ years of experience
• Strong account and stakeholder management skills
• Excellent skills in incident and problem management
• excellent written and verbal communication skills
• Good presentation skills, comfortable with presenting to senior management level
• Experience in a support environment
• Able to collaborate with a cross-functional team and work under pressure
• ITIL or project management certifications a plus.
• A general understanding of technology, networking technologies, and services. Prior experience with Cisco products highly regarded.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an expansive future for all.

We adopt digital, and help our customers implement change in their digital businesses. Some may think we are “old” (36 years strong) and only about hardware, but we are 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 cannot 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 (Digital Network Architecture).) We take accountability, bold steps, and take differences to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.