Program Manager (Customer Ops Manager)- Botswana

Join international IT Firm, contract role Must have: • Undergraduate degree – MBA preferred • 5-7 yrs exp in customer centric roles, within delivery, IT, presales • Cisco exp • Hands on exp in customer operations environment • Proven exp in effectively managing customer operational challenges and executive escalations. • Proven and effective leadership and collaboration skills

Other requirements:

• Ability to be a trusted advisor — to influence/inspire confidence and build deep and enduring relationships with key executives.
• Ability to position value realized from adopting and driving increased utilization of Cisco services and to propose effective recommendations to customer operations leadership.
• Ability to interpret and assist in developing customer KPIs and operational objectives while ensuring Cisco SLAs are achieved.
• Possesses core skills in:  problem solving, negotiating, business writing, customer relationship management, effective presentation, and active listening.
• Hands-on experience in customer operations environment. In-depth knowledge of ITIL concepts and principles.

• Ability to understand customer strategies, business challenges, and desired business outcomes and align Cisco Services performance to achieve customer success.
• Strong knowledge and understanding of the Services Portfolio offerings.
• Ability to understand and execute on customer priorities to drive CSAT and business growth.
• Financial Acumen – Understand customer, finance and P&L process and performance standards

Job description

• Responsible and accountable for ensuring Customer value attainment through formal communications; and hosts/leads joint QBR/JBR meetings and similar events.
• The COM owns the CSAT process for the Services team relating to the assigned customer or franchise.
• The COM owns customer communications and resolution of major escalations events and operational issues.

• Establishes deep and strategic customer relationships, interfacing with and influencing senior level operations executives in top customer accounts
• This position directly supports the Services Delivery Executive (SDE). The COM position responsibilities are aligned with complex customer(s)/ franchises.
• At the professional level, the COM is expected to work independently, and aligns the development and execution of actions with Services team leaders/members for a specific customer or customer franchise.

Open to all Botswanian including experts who want to relocate to Botswana

To apply register your CV on our website (www.tricruit.co.za/ submit.html). Alternative contact Jacky on: 011 417 8646

EOH Tricruit is a market leader in the permanent and contracting recruitment solutions provider in the SA Business space for over 21 years!  Voted Best Recruitment Solutions Agency in South Africa at AMARA 2010 awards and 1^st runner up in 2012!

The EOH Tricruit team is renowned for their integrity, passion, commitment, focus and dedication as well as their incredible resourcefulness and positive results. Their motto is: “Our business is people; people are our customers, our product and our priority!” Your application will be handled with the greatest of confidence, efficiency and professionalism.
EOH Tricruit is part of the EOH Group of companies!

Ref: JHB006690/JD