Role & Responsibilities
• Act as customer’s strategic support consultant. Kickstarting services, onboarding and guiding personnel
and setting up right expectations.
• Establish deep customer relationships, interfacing with and influencing senior level operations executives
on High Value accounts. ...
• Proactively addresses business or operational constraints, identify and fix knowledge gaps to ensure
customer success.
• Collaborate and Lead cross-functional teams in solving diverse incident issues or driving operational
efficiency.
• Apply understanding of Cisco’s offer portfolio in effectively addressing current and future customer
operational and business challenges.
• Leverage industry best practices and detailed understanding of the customer’s operational model.
• Presenting Monthly and Quarterly reviews for internal and external stakeholders.
• Setting up weekly cadences to review transactional issues.
• Review historic customer data to identify trends and enable problem management.
• Providing periodic and ad hoc report analytics based on customer request.
• Handle multiple customers for aforementioned needs remotely or onsite.Expertise
• Bachelors + 5 years of related experience, or Masters + 3 years of related experience.
• ITILV3 SO , ITIL 4 Foundation desirable.
• Evaluate critical situations and drive appropriate resources and behaviours to resolve incidents.
• Ability to perform situational risk assessment and mitigation.
• Excellent communication skills demonstrating understanding of stakeholders’ expectations.
• Ability to consolidate data from various sources and develop coherent executive messaging.
• Must demonstrate a solid sense of ownership, impartiality, and integrity..
• Excellent time management and work prioritization skills.
• Strong influencing and negotiation skills.
• Experience with or be able to quickly learn Cisco escalation processes.
• Experience with various Cisco business units and roles which typically interact with and support
customers.
• A proven expert in customer experience management.
experience
8show more Role & Responsibilities
• Act as customer’s strategic support consultant. Kickstarting services, onboarding and guiding personnel
and setting up right expectations.
• Establish deep customer relationships, interfacing with and influencing senior level operations executives
on High Value accounts.
• Proactively addresses business or operational constraints, identify and fix knowledge gaps to ensure
customer success.
• Collaborate and Lead cross-functional teams in solving diverse incident issues or driving operational
efficiency.
• Apply understanding of Cisco’s offer portfolio in effectively addressing current and future customer
operational and business challenges.
• Leverage industry best practices and detailed understanding of the customer’s operational model.
• Presenting Monthly and Quarterly reviews for internal and external stakeholders.
• Setting up weekly cadences to review transactional issues.
• Review historic customer data to identify trends and enable problem management.
• Providing periodic and ad hoc report analytics based on customer request. ...
• Handle multiple customers for aforementioned needs remotely or onsite.Expertise
• Bachelors + 5 years of related experience, or Masters + 3 years of related experience.
• ITILV3 SO , ITIL 4 Foundation desirable.
• Evaluate critical situations and drive appropriate resources and behaviours to resolve incidents.
• Ability to perform situational risk assessment and mitigation.
• Excellent communication skills demonstrating understanding of stakeholders’ expectations.
• Ability to consolidate data from various sources and develop coherent executive messaging.
• Must demonstrate a solid sense of ownership, impartiality, and integrity..
• Excellent time management and work prioritization skills.
• Strong influencing and negotiation skills.
• Experience with or be able to quickly learn Cisco escalation processes.
• Experience with various Cisco business units and roles which typically interact with and support
customers.
• A proven expert in customer experience management.
experience
8show more
