TechGenies is a global software development company with years of experience in delivering cutting edge, custom solutions to a wide range of verticals and industries. We operate software factories in locations that ensure access to great programming and information technology talent
We are looking for a CX Delivery High Touch Operations Manager (HTOM) to work with designated important customers, such as healthcare providers, service providers, retail companies, and financial services companies, ensuring they receive premium-level support services.
As the single point of contact liaison between the Customer and Cisco Technical Support (TAC/HTTS), 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 opportunity to make a difference in this stimulating role.
**Who You Are**
In addition to the above:
- Write processes and procedures for customized support services.
- Ensure proper delivery of service. Identify need for and assist with creation of customer training.
- Act as business driver to improve customer's and Cisco's internal operations.
- Understand customer's internal business functions and culture.
- Identify, build and maintain relationships with customer's internal management.
- Act as single point of contact for incident management and operational issues.
- Coordinate technical issues and customer operational needs.
- Act as customer advocate at all times, representing customer needs to Cisco post-sales support teams and applicable organizations.
- Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.
- Act assertively to provide customers with updates on critical incidents and customer issues.
- Coordinate and conduct weekly conference calls and virtual meetings to provide status reports to customer. Create and present quarterly reports to customers with analysis of customer's support needs.
**Required Skills**:
- Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.
- Ability to work as a team member in a multi-functional matrix environment.
- Excellent presentation and interpersonal skills.
- Knowledge of vertical market business trends and concepts.
- Strong project management skills desired.
- Strong influencing and negotiation skills.
- Strong critical thinking and decision-making skills.
- Solid understanding of Cisco's internal business functions.
- Understanding of Cisco's sales and services lifecycle.
- Understanding of analytics, metrics, KPIs to perform basic trend analysis, and formulate customer recommendations and focus areas.
- Entry level network certification (Network+, CCNA) or equivalent technical/networking knowledge desired.
- Understanding of Cisco products and solutions.
**Demonstrate the ability to excel in the following areas**:
- Customer Service
- Conflict Management
- Analytical and Trend analysis
- Communication/Presentation
**Specific requirements**:
- Lead continual improvement strategies to optimize customer's perceptions of service and support.
- Understand customer's business, vertical market trends, financial complexities and monetary flow.
- Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications.
- Establish/lead strategic multi-functional relationships with account partners globally.
- Drive internal organizational improvements, MBOs and Best Practices.
- Deliver complex service solutions for top-tier FTS customers.
- Lead and influence stakeholders through critical delivery situations.
- Leads customer facing projects and internal service improvements.
Tipo de puesto: Tiempo completo
Salario: A partir de ¢1,985,000.00 al mes
Experiência:
- Project Manager: 5 años (Obligatorio)
- Excel: 5 años (Obligatorio)
- Costumer Service: 5 años (Obligatorio)
- KPI: 5 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
