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High Touch Operations Manager - CX - Beijing
Responsibility:
HTOM is the key service delivery role in Cisco Customer Experience organization.
Act as a single point of contact for service operational issues and responsible for premium service delivery for end customer.
Understand customer and capture the customer business insights.
Identify, build, and maintain relationships with customers’ management team.
Represent customer needs to Cisco post-sales support teams and related teams.
Review and improve the appropriate service delivery model for customer.
Provide in-time updates on "hot" or escalated issues to customers.
Coordinate and host weekly calls to provide status reports to customers.
Present quarterly reports to customers with analysis of customer support needs.
Conduct regular customer visits to present operational issues/activities, customer satisfaction and gap analysis to customer and internal Cisco personnel.
Qualifications:
Excellent communication skills via phone, written and face-to-face.
Able to drive resolution and cross team collaborations.
Strong project management & presentation skills.
Strong influencing and decision-making skills.
Experience with using Microsoft Office (Excel, Power Point, Outlook or Word).
Ability to apply knowledge and formulate customer recommendations.
Understanding Cisco products and solutions is a plus.
Preferred Customer Service experience in I.T. industry.
Education & Experience:
Typically requires BS, CS or equivalent plus relevant customer service experience.
Location:
Beijing
Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
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 pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
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