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