As the HTOM, I am responsible for all post sales account relationships. This includes the following: ► Single point of contact for operational issues and personalized operational support. ► Ongoing case management and escalation management.► Identify, build and maintain relationships with customer’s internal management, understanding internal business functions and culture. ► Represent customer needs to Cisco post-sales support teams and applicable organizations.► Develop and write processes and procedures for customized support service.► Coordinate and conduct weekly conference calls to provide status reports on open cases to the customer. ► Quarterly business reviews (QBRs) at customer site presenting operational issues and activity, customer satisfaction, and gap analysis to external and internal teams.► Deliver optional service components customized to stakeholder’s business.