Cisco Customer Operations Manager in Tokyo, Japan
Additional Location(s) or Information: Job Category: Customer Service Level of Experience: Experienced - Manager Requisition #: R1019119
Description: Customer Operations Manager
The purpose of the Customer Operations Manager is to ensure Customer Experience during Operation / Maintenance phase of customer networks and/or systems. This primarily focuses on the responsibility of effectively remediating escalation issues through the engagement of Cisco resources.
The role directly supports and interfaces with the customer executives and management teams. In addition, the role will work closely across entire Cisco Services Organization – Technical Services, Focused Technical Support team, Customer Relationship Team, Advanced Services Delivery & Practice Teams, and Cisco Sales Agents.
This critical role partners with the extended Cisco Services and Sales team to ensure Cisco’s planned and delivered services meet the high quality and value that our customers expect and require.
• Operational responsibility/ accountability for ensuring customer outcomes are achieved and services value is recognized • Responsible for ensuring committed deliverables meet quality expectations • Where appropriate, identifies new Cisco Services expansion sales opportunities • Responsible for communicating new sales opportunities to the Sales Support Resources • Primary point-of-contact for the customer for communications and rapid and effective resolution of major escalations • Responsible for identifying and communicating changes to services offers to better align with customer requirements
Specific responsibilities include:
• Engage with Customers and validate that delivered services meet contracted customer requirements and expectations • Outline/scope potential new services offers and proposals that expand Cisco’s ability to serve the customer • Provide executive communications and reviews (e.g., QGRs; JBRs) highlighting Cisco’s value contributions • Support the planning activities for Services Engagement Managers and Solutions Integration Architects • Interlocks with CRT teams on sales opportunities and market potential, quality and scheduling of deliverables • Interlocks with Sales Support Resources on planning and operational performance (e.g., HTOMs; AS NOS; etc.) • Interlocks and engages with all appropriate Cisco resources (e.g., TAC; BUs; BEs; CAP; etc.) on critical escalations.
• Contributes to requirements gathering and analysis for new proposed services offers
Data Analysis: Identifying patterns and trends in both quantitative and qualitative data to make decisions, solve problems, and devise solutions.
System & Process Fluency: Using applications/systems and standardized processes to help improve the operational efficiency.
Communication Skills: Ability to communicate clearly, build rapport, listen effectively and apply questioning techniques to understand sales team needs and resolve issues in a timely manner while maintaining a consistent demeanour.
Critical Thinking: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to address sales challenges and new opportunities; taking courses of action based on sound analysis and judgment.
Time & Productivity Management: Applying personal organizational strategies and processes to prioritize and efficiently manage work activities.
Experience Needed: The ideal candidate has customer network operations, business development, and/or project management background. A minimum of 4 years of experience is required for entry positons; minimum of 8 years for senior positions.
This individual is energetic and personable, self-starter, thrives in a dynamic environment, possess the ability to manage several simultaneous designated projects.
Supervisory experience is highly preferred.
Skills required to be successful in this role include:
Technical Knowledge & Skills: • Knowledge of Cisco Services Portfolio – Preferred • Knowledge of Cisco Architecture solutions – Preferred • Industry Knowledge of evolving SP and Data Center technologies - Preferred • Financial analysis and forecasting skills – Preferred • Tool and Process Knowledge – Required • Customer Operations Models (i.e. ITIL) – Required
Business Acumen: • Services Portfolio knowledge – Required • Customer Operations Models – Required • Financial analysis and forecasting skills – Preferred • Strong attention to detail – Required • Ability to negotiate to successful outcomes – Required • Ability to leverage business knowledge and data analyses to create actionable recommendations - Required • Ability to lead and manage multiple initiatives which impacting Cisco’s services to achieve effective outcomes – Required • Ability to collaborate across multiple organizational boundaries to achieve objectives – Required • Ability to anticipate, prioritize, and delegate work activities and leverage indirect resources to meet objectives – Required • Ability to define/ implement process improvements utilizing quality assessment and improvement skills – Required • Excellent leadership, collaboration and communication skills – Required
Native Level of Japanese and Business Level of English are required
Job Type: Manager Opportunity Category: Global Service Provider
Customer Operations Manager Tokyo JP R1019119-en_US