Cisco Graduate High Touch Operations Manager 

Sweden, Stockholm 

483346270

Program Start Date:1st September 2024

Stockholm, Sweden

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
• 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.

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 Swedish;
• 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
• Ability to apply knowledge and formulate customer recommendations.
• Ability and propensity to regularly learn and apply new skills in the networking environment

Programme structure:

• 3months: full-time training & shadowing in an online environment.
• After3

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