Role & Responsibilities
- 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 operational issues, mitigating any crisis.
- Represent 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 the client and internal Cisco personnel.
- Provide customers with regular updates on "hot" or intensified issues according to customer sentiment.
- Coordinate and conduct weekly conference calls to provide status reports to customer.
- Create and present quarterly reports to customers with analysis of customer's support needs.
- Problem/Project Management.
- Work with Cisco Global to ensure seamless and consistent delivery of services and solution support to achieve customer SLA/KPIs.
- Develop and share operational standard methodologies, processes and procedures to improve the customer operations overtime.
- Build consistent relationships with key Operations and support decision makers within customer base and advices on future direction of Cisco/customer post-sales support relationship.
- Be the “go to” person and main point of contact for customer and internal teams.
- Provide detailed and documented requirements to cross-functional teams that improve the impact of the customer experience.
- Accurately produce High Availability metrics reports (MTTR, KPIs, Analytics, etc.) and other custom reports.
- Conduct internal and customer facing knowledge transfer sessions on Cisco tools processes, procedures.
- Regular review of RMAs to determine if parts are meeting MTBF especially on accounts that have contracted pay outs. If RMAs are getting close to pay out time - dynamically require EFAs by updates through GRs.
Required Skills
- Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, operation and project management experience or business experience.
- Ability to work as a team member in a cross-functional matrix environment.
- Excellent presentation and communication skills.
- Knowledge of vertical market business trends and concepts.
- Strong project and problem management skills.
- Strong influencing and negotiation skills.
