Cisco seeks an experienced High Touch Operations Manager to work with service provider and financial services companies in New Zealand, ensuring they receive premium-level service. Who You'll Work WithThe Cisco CX Team is passionate about helping drive new opportunities for Cisco and it's transforming our customers’ businesses. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our clients business needs. We will collaborate with like-minded innovators in a lively and flexible culture that has earned Cisco global recognition as the Best Place To Work. What You'll DoThe High Touch Operations Manager (HTOM) works with our most strategic and impactful customers delivering premium support services.The HTOM leads delivery of Expert Care services to Cisco CustomersProvides support and builds positive relationships with the customer’s operational teams.Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, improving 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.Co-ordinates other Expert Care resources including Asset Manager, Learning Advisor, High Touch Engineers to deliver the full suite of Expert Care services.Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value, and providing a point of view.Drives adoption of Expert Care service and Understands customers business requirements and aligns them to Cisco services.Who You AreWe are seeking experts in customer service and delivery with a passion for customer service.BS/CS/Business or equivalent or 5+ years of experienceStrong account and stakeholder management skillsProficiency in incident and problem managementExcellent written and verbal communication skillsGood presentation skills, comfortable with presenting to senior management levelExperience in a support environmentAble to collaborate with a multi-functional team and perseveringITIL or project management certifications a plusA general understanding of technology, networking technologies, and services. Prior experience with Cisco products highly regarded