Cisco Systems Hiring for Customer Operations Analyst at Bangalore Full Time

Our newly formed EA compliance team collaborates with cross-functional stakeholders to provide and manage the capabilities required for simplifying software purchase, consumption and management across architectures. Our service is key to achieving Cisco’s Recurring Revenue strategies and we have a unique competitive differentiator; in that we are the only provider who offers True Forward experience. The role also involves extensive cross organization collaboration with internal stakeholders such as OMO, Sales, Business Units, IT Architects, Managers, and Program Managers.

WHO YOU ARE:
Motivated and agile, a self-starter, able to drive multiple complex and sometimes ambiguous asks to completion. Willing to ensure compliance team is running at scale with a smooth efficient service that meets the expectations and needs of customers and clients. You will be required to monitor and analyze the current system of production to check its effectiveness and make improvements if necessary.

You are confident in your abilities to facilitate effective meetings, prepare and present scalable ops analysis, status, challenges, etc.

You are able to quickly respond to customer escalations with clear and concise communications, listening effectively, and applying questioning techniques to affect issue resolution.

WHAT YOU WILL DO:
Independently lead multiple medium to high complexity initiatives that enable both the immediate operational needs and the long-term priorities supporting True Forward License Compliance Practice.

The role requires extensive cross-functional understanding of operational objectives. The individual will also establish and communicate new programs, that drives program to scale.

• Work with your manager for revenue and case metrics
• Communicate customer issues with fellow team members, OMO, IT and BU and devise ways of improving the customer experience, including resolving problems and complaints
• Preferable to have strong understanding of Smart accounts and Smart licensing
• Prior experience of having worked in support and licensing preferred
• Track, measure and communicate customer disputes to leadership and cross functional
• Responsible for ensuring quotes and dispute resolution meet their SLA’s
• Accountable for compliance practice KPI’s such as: bookable target, Quote target, minimum cycles and CSAT impact
• Be available for partner and customer calls to discuss escalation and/or consumption report in detail
• Responsible for addressing project/program escalations
• Create status reports and readouts for senior stakeholders and executive leadership
• Act as a single touch point for customer/partner when it comes to EA’s

SKILLS:
Entrepreneurial

Results oriented

Customer facing and focused

Conflict Management

Decision-Making

Reporting Skills

Deadline-Oriented

Critical Thinking and Problem-Solving Skills

Very strong communication Skills

Influencing and Leading

Team Work

Adaptability