Global Service Provider Customer Operations Manager - MOBILITY Otro

de Cisco Systems en Distrito Federal
Publicado el 14-10-2016 en Recepción / Secretaria / Atención al cliente

Job title: Global Service Provider Customer Operations Manager - MOBILITY
The Business Entity
This is truly next generation of Cisco’s Service Provider business supporting AT&T Mobility to ensure we are there for our customer, supporting them with emerging technologies likes SDN, Cloud, Data Center, Virtualization, IoT, IoE etc.
The Team
This is an important time of transition for GSP (Global Service Provider) Service Delivery segment. There is a lot going on across our global team as we move to our new operating model and organizational design. Immense amount of collaboration is taking place between service delivery, sales and engineering to make sure we cater to the operational and technological needs supporting AT&T Mobility, one of the world’s largest Mobile Service Providers.
Role & Responsibilities
The Customer Operations Manager (COM) is a critical customer facing role in assuring Cisco's Services are correctly aligned with customer needs, that Cisco's programs and recommendations are adopted and effective, and that customer escalations on events and problems are effectively managed to a successful conclusion. The COM is a primary customer interface at all levels of the Customer Operations organizations and is responsible for CSAT in the execution of the entirety of Cisco's Services Portfolio Offerings.
These activities include the analysis of complex customer initiatives and aligning Cisco's proposals and plans working with the Customer Engagement Manager to achieve the customer's operational and business outcomes. The COM interprets the Critical Success Factors and other Customer Metrics, understanding the customer capabilities and limitations, Plan of Record delivery goals and validates and supports the successful execution of joint programs to achieve those outcomes. The COM is expected to work with the CEM to define opportunities for the growth of Cisco's business through the expanded customer adoption of existing offers or the expansion or creation of new offers.
The COM is the primary point of contact on all operational issues and initiatives for Cisco. This position is responsible and accountable for ensuring Customer value attainment through formal communications; hosts/leads joint QBR/JBR and similar events.
The COM owns customer communications and resolution of major Plan of Record conflicts, escalations events and operational issues. Proactively addresses business or operational constraints to ensure customer success. Rapidly and effectively addresses issues and escalations that impact customer operational performance.
The successful COM establishes deep and strategic customer relationships, interfacing with and influencing senior level operations executives in Cisco's top customer accounts.
COM must have an proven and deep knowledge of Cisco PDI delivery model.
At the senior professional level, the COM is expected to work independently, and aligns the development and execution of actions with Services team leaders/members for a specific customer or customer franchise.
The ideal candidate will have a strong understanding of Service Providers and will increase the value realized from Cisco Services by ensuring effective adoption of Cisco recommendations and offer elements. The COM contributes to business development life cycle, partnering with the Account Team, serving as a SME on customer operational gaps and needs.
COM applies understanding of Cisco Services offer portfolio in effectively addressing current and future customer operational and business challenges. Application of this knowledge, through industry best practices, requires a detailed understanding of the customer's operational model, including processes, procedures, systems and objectives.
COM takes the initiative to engage and orchestrate customer and Cisco resources to impact current and future programs as well as address immediate operational challenges and opportunities.
COM analysis of opportunities includes identification of customer challenges and gaps to assure alignment of Services deliverables and growth opportunities.
Minimum Qualifications
- Requires an undergraduate degree (or equivalent). MS or MBA is preferred.
- 8 - 10 years of experience in customer centric roles, within delivery, IT, pre-sales; preferably with considerable experience leading in a Tier 1 Service Provider environment
- Ability to be a trusted advisor and business partner -- to influence/inspire confidence and build deep and enduring rel

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