Role & Responsibilities

• Write processes and procedures for customized support services.
• Identify need for and assist with the 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 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 customer and internal Cisco personnel.
• Provide customers with regular updates on "hot" or intensified issues.
• Build and present quarterly reports to customers with analysis of customer's support needs.
• Work with Global Delivery Services Manager to ensure seamless and consistent delivery of services and solution support to achieve customer SLA's.
• Handle critical technical and political relationship both within the client’s organization and throughout the Cisco internal support chain.
• Develop and share standard methodologies to improve the customers operations over time.
• Continue to innovate and improve the customer QBR experience.
• Accurately produce High Availability metrics reports (MTTR, KPIs, Analytics, etc.) and other custom reports on weekly, quarterly, and annual basis.
• Conduct internal and customer facing knowledge transfer sessions on Cisco tools processes, procedures.
• Find opportunities for improvements internally to Cisco and within our customer’s operation.
• Lead data gathering on customer projects, and ensure alignment to AS/TS/results.
• Regular review of RMAs to resolve 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.
• As regional requirement, you should be able to handle communication in local language and corporate lingo.
  
  

Required Skills

• 4-6 years related customer support experience, 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 management skills.
• Strong influencing and negotiation skills.
  
  

Specific requirements:

• Experience leading continual improvement strategies to optimize customer’s perceptions of service and support.
• Experience with understanding vertical market trends, financial complexities and monetary flow.
• Experience identifying up-sell opportunities and collaborate with account teams to develop compelling business justifications.
• Experience establishing strategic cross functional relationships with account partners globally.
• Drive internal organizational improvements, MBOs and Best Practices.
• Experience delivering sophisticated service solutions for premier FTS customers.
• Possess a high level of business insight - demonstrated application of advanced business theory and extensive experience in multiple business functions.