Customer Delivery Leader
CurrentAs a Customer Delivery Leader, I'm the customer operations advocate who manages delivery quality and acts as the point of contact for operations escalations.* Lead integration of ownership, management, and optimization of all services operation activities for large/complex customers. * Develop, grow and maintain a world-class service operations model (Adopt -> Expand). * Drive superior customer satisfaction and business value through the CSAT process and operational excellence. * Identify/drive customer’s operational requirements and adoption/utilization for deployed and new solutions and technologies. * Coach and lead aligned cross-functional Cisco resources to ensure comprehensive, coordinated and unified support experiences. * Influence KPI development & ownership; SLA governance & compliance; align service deliverables to critical success factors and customer outcomes (including contribution to customer reporting & meeting management QBR, JBR, etc.)