High Touch Operations Manager

7 months ago

مصر, Egypt Cisco Systems Full time

Cisco seeks a Customer Operations Manager to work with designated critically important customers, as the liaison between the customer and Cisco technical support, you will supervise 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 chance to make a difference in this exciting role.
- Supports delivery of Expert care program to major accounts.
- Act at the key point of contact for problem resolution, coordinate and deliver customer Quarterly Business Reviews, as well as any preparation and follow-ups, innovate and improve the customer QBR experience
- Ensures follow-up and closure of critical problems with large strategic customers
- Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution.
- Co-ordinates root cause analysis upon customers request

**Skills required**
- Excellent command on the **English** and **Arabic** language. Excellent written and verbal communication skills, across culture.
- Ability to work successfully as a team member in a multi-functional matrix environment
- Strong customer relationship management, critical issue management and problem solving experience
- Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus.
- Has a technical and networking understanding, but primarily use the technical expertise of others.
- Leverages and contributes to Virtual Teams.
- Uses technical understanding to work with HTTS and DE to build a recommended solution, and to understand the business impact to the Customer
- Solid understanding of business process and requirements in a support environment

**Cisco Architecture & Technology Knowledge**:
Understanding of networking technology, and the Service Provider and/or Enterprise IT environment

Educational Background Recommended

Typically requires BS, CS, or University degree equivalent plus 5+ years experience in network engineering or telecommunications/IT support environment. Advanced degree or equivalent experience strongly preferred.

ITIL v4 Foundation certification is required, ITIL Service Operation is a plus

CCNA Certification a plus.

**Why Cisco**

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything - people, process, data and things - and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart-Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us #WeAreCisco

Cisco is an equal opportunity employer.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap

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