Senior Operations/Service Manager (High Touch Operations Manager)

Our client’s Customer Experience team seeks a High Touch Operations Manager which is acritical customer-facing role ensuring customer receives premium-level service and managingcustomers’ business outcomes across the life cycle of Plan/Build/Manage and maximizing customer loyalty, satisfaction through services delivery value proposition.

Role Overview:

• Understanding customer’s business priorities, services delivery requirements, identifying customers evolving needs (proactive vs. reactive) and align services portfolio, thus driving services penetration opportunities.
• Identifying customers’ operational challenges, pain points, best practices adoption inhibitors and connect with the right experts to drive customers' success.
• Discovering uncovered services support contracts to prevent potential services coverage leakages and minimize the business risk.
• Building relationships to serve as Customers’ Senior Management focal point of contact in supporting Services value reinforcement and identify up-sell and cross-sell opportunities.
• Executive Business Reviews (EBRs) meetings with key stakeholders and customer executives with the key performance indicators unique value proposition, milestones, and major projects business outcomes.
• Key contribution to ARO (attach, renew and overdue) renewal with services support mapping to customers' pain points and business outcomes.

Responsibilities:

• Identify, build and maintain relationships with customers’ internal management.
• Act as the single point of contact for operational issues.
• Coordinate technical issues and customer needs.
• Represent customer needs to post-sales support teams and applicable organizations.
• Monitor incident management and problem management to ensure timely resolution (bi-weekly).
• Follow up on open action items timely manner and ensure commitments are met.
• Provide customers with updates on hot or escalated incidents.
• Coordinate and conduct weekly conference calls to provide status reports to customers and present quarterly reports to customers with an analysis of customers' support needs.
• Gain a deep understanding of customer operations, processes and educate customers on processes and procedures.
• Provide status reports to management.
• Quarterly customer site visits to present operational incidents trending, activities, areas of focus, customer satisfaction and gap analysis to the customer and internal personnel.
• Project manage customer-facing projects and internal advanced service improvements.

Job Requirements:

• Minimum BS/BA degree or equivalent plus 5 - 7 years related customer-facing support experience, project management experience or basic business experience.
• Good presentation skills and comfortable presenting to senior management level at customer CXOs.
• Thorough understanding of business processes and Service Provider environments.
• Excellent ability to engage in cross-functional resources to solve customer issues.
• Understanding of pertinent software applications used for reporting and researching.
• Attention to detail a must. Ability to manage major incidents and high severity incidents under pressure situations.
• Strong ability to utilize tools for customer experience and gap analysis and make recommendations to the customer.
• CCNA or equivalent basic technical/networking knowledge and understanding of Cisco products and solutions.
• Intermediate level understanding of project management and business acumen.
• ITIL V3 Foundational or Exert Certification