Take your career to the next level by joining a Cisco Team that is supporting major business and technology transformations for our US Expert Care National Customers

We are seeking a High Touch Operations Manager experienced and motivated to work with our most strategic and impactful customers in support of their aggressive transformation agendas. We are "Cisco's Face to the Customer," working in a fast-paced, high-impact environment as a visible contributor, delivering on our commitments. A seasoned mix of broad networking knowledge and specific area expertise, as well as excellent communication and consulting skills, has well-positioned this Cisco team making us trusted advisors capable of building solid, long-term relationships with our customers.

Who You'll Work With

Expert Care National is part of US Public Sector Advanced Services. We provide support to our Federal, SLED, and other customers operating with a need to secure case data or need US Citizen services. The ideal candidate must have a passion and history of striving to provide the absolute highest level of customer support. The candidate needs to have strong critical thinking and decision-making skills, the ability to perform under stressful conditions.

Very strong systems/tools aptitude and ability to develop or oversee complex programs for supporting your customer.

Deep understanding of Cisco’s internal business functions and sales cycle.

Command of customer’s environment (economic, political, cultural) also as a part of this team, you will work directly with our customers and gain experience and exposure into their networks.

Who You Are

You have experience and feel comfortable working within complex situations communicating respectfully and professionally, leading the customer to the best-desired outcome
You must have the ability in creating an environment as a trusted advisor
Strong critical thinking and decision-making skills, ability to perform under stressful conditions
Very strong systems aptitude and ability to develop or oversee complex programs for supporting your customer
Deep understanding of Cisco’s internal business functions and sales cycle
Command of customer’s environment (economic, political, cultural)

Must-Have Skills:

Manage high-profile critical technical and political issues within the customer organization and throughout Cisco’s escalation chain.
Write processes and procedures for customized support services.
Identify the need for and assist/perform the creation of customer training.
Formulate continual improvement strategies to optimize customers' perceptions around service and support.
Be the “go-to” person and the main point of contact for the customer and internal teams
Acting as a single point of contact for operational issues, you will interact with the customer frequently coordinating technical issues and customer needs.
You will present customer needs to Cisco post-sales support teams and applicable organizations.
Strong presentation skills and hands-on with various styles of data analytics.
Build consistent relationships with key customer stakeholders. Support decision-makers within customer execs and provide guidance.
Must have exceptional presentation and communication skills.
Superior negotiation and conflict resolution skills.
ITIL v3 foundations
CCDA or CCNA strongly desired
Act as a customer strategic support consultant
Strong understanding of Cisco’s internal business functions
10 – 15% travel required
Will be required to work occasional non-standard business hours, evenings, weekends, holidays

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. Here’s how we do it.

We embrace digital and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take the difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world-changing? Be you, with us!