High Touch Operations Manager

hace 2 semanas

Madrid, España Cisco Systems A tiempo completo

**Program Start Date**: 1st September 2024

**Location**: Madrid, Spain

Cisco seeks a High Touch Operations Analyst to work with designated mission-critical customers, such as Large Enterprise Companies, ensuring they receive premium-level service. As the liaison between the customer and Cisco Support Services, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.

**What You’ll Do**
- Support delivery of High Touch Technical Care program to major accounts
- Regularly interact with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
- Co-ordinate root cause analysis upon customers request
- Write and/or enforce processes and procedures for customized support services.
- Act as "business driver" to improve the customer's and Cisco's internal operations.
- Identify, build and maintain relationships with customer's operational teams, and their management.
- Co-ordinate technical support to properly manage operational issues and customer needs, and ensure service delivery meets customer expectations.
- Represent the customer needs to Cisco post-sales support teams and applicable organizations.
- Take part in weekly conference calls to provide status reports to customer.
- Take part in creating and presenting quarterly business review reports to customers with analysis of customer’s operational incidents and support needs.

**Who You’ll Work With**

**Who You Are**
- Recent graduate or on your final year of studies towards a degree or related program or other academic certification; equivalent experience accepted in lieu of degree;
- You are fluent in English and Spanish;
- Very strong communication, interpersonal and problem-solving skills
- Solid understanding of business process and requirements in a support environment

**Desired Skills**:

- Ability to work as a team member in a cross-functional matrix environment.
- Excellent presentation and communication skills (verbal & written)
- Report writing skills
- Influencing and negotiation skills.
- Strong critical thinking and decision-making skills
- Project management (ex. CAPM, PMP, PRINCE2) and/or ITIL certification is a great plus

**Programme structure**:

- First 3 months: full-time training & shadowing in an online environment.
- After 3 months: join local team, supported by ongoing mentorship and guidance to accelerate your continuous development. Shape solutions of real world challenges, closely mentored and integrated into our diverse team.

***

**Why Cisco**

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything - people, process, data and things - and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more - from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities. Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us #WeAreCisco

U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strate

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