High Touch Operations Manager

Estarta Poland Sp. z o. o.; Kraków; On-site; PLN 78,120 - 111,600; Full time

Benefits offered by this job

Private healthcare

Training opportunities

Multisport benefits

Business hours work

Job summary

A leading technology solutions provider in Cracow seeks a Customer Experience Manager to oversee the Expert Care program for major accounts. The role involves managing customer incidents and ensuring resolution while providing strong support through effective communication. Candidates must be fluent in French and English, possess leadership skills, and understand technical processes. A hybrid working model allows flexibility, with an emphasis on problem-solving and relationship-building with clients.

Qualifications

• Proven leadership skills and initiative in problem-solving.
• Ability to coordinate and complete tasks independently.
• Solid understanding of business processes in a support environment.

Responsibilities

• Manage incidents impacting customer networks as the Cisco advocate.
• Support delivery of the Expert Care program for major accounts.
• Ensure follow-up and resolution of critical incidents.

Skills

Fluent in French

Fluent in English

Leadership skills

Technical understanding

Communication skills

Education

ITIL Foundation certification

Cisco CCNA certification or higher

Job description

Meet the Team

Join Cisco's Customer Experience (CX) team and be part of a transformative journey! We’re reshaping our CX Operating Model to deliver personalized, proactive, and predictive interactions, helping customers maximize the value of their Cisco technology investments. Your role will be crucial in fostering trust and building lasting relationships with our customers. You’ll work in a dynamic environment that values simplicity and customer centricity, fostering an integrated, outcome-driven approach to customer engagement. Collaborate with cross-functional teams to create a seamless customer experience, leveraging data-driven insights. Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. If you’re passionate about making a difference and eager to lead CX innovation, this is the place for you!

Your Impact

• Manages incidents impacting the customers network by:
• Being the Cisco customer advocate and the customer point of contact for any support related questions
• Supports delivery of the Expert Care program to major accounts from a process point of view
• Ensures follow-up and closure of critical incidents with large strategic customers - Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
• Regularly interacts with Cisco’s customer and internal teams in a coordinated fashion to ensure problem resolution
• Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, chat, video conferencing and other collaboration methods.
• Co-ordinates root cause analysis with engineers upon customer’s request
• Have regular meetings with the customers
• Participate to high severity incident troubleshooting session to address customer non-technical remarks and sending critical communication to customer management chain
• Weekly case review
• Quarterly meeting to follow incident KPI / SLA

Minimum Qualifications

• Languages:
  • French / English are mandatory (3 of the 4 customers are French / last one is Slovak)
  • Polish / Slovak are nice to have
• Proven leadership skills, initiative taker and ability to work outside of processes. Experience in a support environment is a plus
• Ability to work with Engineers to review potential product or software defects and obtain fixes
• Independently coordinates and completes tasks
• Solid understanding of business process and requirements in a support environment
• Fluent in French and English
• Technical and networking understanding, but primarily ability to use the technical expertise of the Cisco support team

Desired Skills

• ITIL Foundation and intermediate level is recommended

Nice to have skills

• Fluent in Slovak language
• Cisco's CCNA certification or higher
• Cisco Architecture & Technology Knowledge, understanding of networking technology, and the Enterprise environment

What do we offer?

• Fixed-term contract of employment
• Benefits: private healthcare, trainings, Multisport
• Business hours work
• Hybrid role from Cracow (2-3 times a week)