25 days old

High Touch Operations Manager

Herndon, VA 20170
  • Job Code
    577736
  • Payrate
    $48 To $60

High Touch Operations Manager (HTOM)


You need to possess exceptional communications skills, and demonstrate the ability to diplomatically influence and effectively handle key relationships and challenging situations. Must be able to pass a US Citizenship validation requirement


- Write processes and procedures for customized support services


-Manage high profile critical technical and political issues within customer organization and throughout Cisco's escalation chain


- Identify need for and assist/perform the creation of customer training


- Formulate continual improvement strategies to optimize customers perceptions around service and support


- Be the "go to"person and main point of contact for customer and internal teams


- Acting as single point of contact for operational issues, you will interact with the customer frequently coordinating technical issues and customer needs


- You will present customer needs to post-sales support teams and applicable organizations.


-Strong presentations skills and be hands on with various styles of data analytics


- Build consistent relationships with key customer stakeholders. Support decision makers within customer execs and provide guidance


Provide support to our Federal, SLED and other customers operating with a need to secure case data or need US Citizen services. The ideal HTOM candidate must have a passion and history of striving to provide the absolute highest level of customer support. The candidate should possess superior project management and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure. This role requires the HTOM to demonstrate the ability to excel in the following areas


Must have exceptional presentation and communication skills


Superior negotiation and conflict resolutions skills


ITIL v3 foundations


CCDA or CCNA strongly desired


PMP or Prince2 practitioner


Act as a customer strategic support consultant


Technical or process SME


Work independently


Strong critical thinking and decision-making skills, ability to perform under stressful conditions


Very strong systems aptitude and ability to develop or oversee complex programs for supporting your customer.


Command of customer's environment (economic,political, cultural)



Typically requires a Bachelor's degree or equivalent


7+ years related customer support experience, project management experience or business experience.

Categories

  • Information Technology

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High Touch Operations Manager

Randstad Technologies
Herndon, VA 20170

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Randstad Technologies
Herndon, VA
US

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