BayOne Solutions

Compensation

Full Description

Role: High Touch Operations Manager (IT Operations Manager) - Only W2 Location: Remote (Central, West Coast Preferred) Duration: Long Term Contract Skills: Incident Management, basic technical NICE TO HAVE: TAC experience 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.