Graduate High Touch Operations Manager - Sweden
Cisco Systems
- Stockholm
- Permanent
- Heltid
- 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
- Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, Webex, video conferencing and other collaboration
- 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.
- 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 Swedish;
- Very strong communication, interpersonal and problem-solving skills
- Solid understanding of business process and requirements in a support environment
- 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
- Ability to apply knowledge and formulate customer recommendations.
- Ability and propensity to regularly learn and apply new skills in the networking environment
- Project management (ex. CAPM, PMP, PRINCE2) and/or ITIL certification is a great plus
- 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.