Act as point of contact for operational issues. Coordinate technical issues and customer needs.
Identify, build, and maintain relationships with customers internal management.
Represent customer needs to Cisco post-sales support teams and applicable organizations.
Supervise cases to ensure timely resolution (bi-weekly). Follow up on open action items and cases to ensure commitments are met. Provide customers with updates on hot or escalated issues.
Coordinate and conduct weekly conference calls to provide status reports to customer and present quarterly reports to customers with analysis of customers support needs.
Educate customers on Cisco processes and procedures.
Provide status reports to Cisco management.
Travel to quarterly customer site visits to present operational issues/activity, customer happiness and gap analysis to customer and internal Cisco personnel.
Project manage customer facing projects and internal sophisticated service improvements.
Who You Are
A BS/BA degree or equivalent plus 3-5 years related customer support experience, project management experience or basic business experience.
Excellent communication, influencing, and presentation skills
Demonstrates detailed understanding of Cisco business processes.
Demonstrates ability to engage cross-functional resources to solve customer issues.
Understanding of pertinent software applications used for reporting and researching.
Ability to apply tools for customer sat and gap analysis and make recommendations to customer.
CCNA or equivalent basic technical/networking knowledge.
Good understanding of Cisco product and solutions coupled in with a good understanding of project management and business concepts.
