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High Touch Operation Manager

7 months ago

Kuala Lumpur, Malaysia Millennium Technology Services Full time

the ,payouts,the advisecustomersabilitycustomers'Who You Are

You possess excellent communication skills. Strong mindset and ownership over operational emerging and potential issues. Strong leadership, and able to translate urgency and required steps for the team to execute. Possess not only reactive but also proactive mindsets in terms of leading the whole operation

Role & Responsibilities
- 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 client and internal Cisco personnel.
- Provide customers with regular updates on "hot" or intensified issues according to customer sentiment.
- Coordinate and conduct weekly conference calls to provide status reports to customer.
- Create and present quarterly reports to customers with an analysis of customer's support needs.
- Problem/Project Management.
- Work with Cisco Global to ensure seamless and consistent delivery of services and solution support to achieve customer SLA/KPIs.
- Develop and share operational standard methodologies, processes, and procedures to improve customer operations over time.
- Build consistent relationships with key Operations and support decision makers within the customer base and advices on future direction of Cisco/customer post-sales support relationship.
- Be the “go to” person and main point of contact for customer and internal teams.
- Provide detailed and documented requirements to cross-functional teams that improve the impact of the customer experience.
- Accurately produce High Availability metricsgo-toreports (MTTR, KPIs, Analytics, etc.) and other custom reports.
- Conduct internal and customer facing knowledge transfer sessions on Cisco tools processes, procedures.
- Regular review of RMAs to determine if parts are meeting MTBFcustomer-facing and especially on accounts that have contracted pay outs. If RMAs are getting close to payout time - dynamically require EFAs by updates through GRs.

**Required Skills**:

- Typically requires a BS/BA degree or equivalent **plus 4-6 years** related customer support experience, operation and 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 and problem management skills.
- Strong influencing and negotiation skills.

**Job Type**: Contract
Contract length: 12 months