High Touch Operations Manager

Trident consulting is hiring High Touch Operations Manager

Title : High Touch Operations Manager

Locations : Remote- Travel may require per quarterly.

Type : W Contract

Preferably anyone in Central or West Coast (Richardson, TX or Phoenix, AZ or Remote, CA)

Provides reactive support and builds a relationship with the customer's operational team(s), typically Service Operations or Network Support. Coordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution. Coordinates other Expert Care resources (, Asset Manager, Learning Advisor, Technical Consulting Engineers) to maximize availability and increase the customer's operational efficiency. Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value, and providing point of view. + years of experience are required.

JOB DESCRIPTION :

• Deliver services of a High Touch Operations Manager as described below :
• Identify, build and maintain relationships with customer's internal management.
• Act as single point of contact for operational issues.
• Coordinate technical issues and customer needs.
• Represent customer needs to Cisco post-sales support teams and applicable organizations.
• Travel to quarterly customer site visits to present operational issues / activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.
• Provide customers with updates on hot or escalated issues.
• Coordinate and conduct weekly conference calls to provide status reports to customer.
• Create and present quarterly reports to customers with analysis of customer's support needs.
• Write processes and procedures for customized support services. Ensure proper delivery of product and service solutions.
• Identify need for and assist with creation of customer training.
• Act as business driver to improve customer's and Cisco's internal operations.
• Understand customer's internal business functions and culture.

About Trident : Trident Consulting is an award-winning IT / engineering staffing company founded in and headquartered in San Ramon, CA. We specialize in placing high-quality vetted technology and engineering professionals in contract and full-time roles. Trident's commitment is to deliver the best and brightest individuals in the industry for our clients' toughest requirements.

Some of our recent awards include : , , Inc. fastest-growing private companies in America , SF Business Times fastest-growing private companies in Bay Area