Responsibility

• HTOM is the key
  service delivery role in Cisco Customer Experience organization
• Act as a single
  point of contact for service operational issues and responsible for
  premium service delivery for end customer.
• Understand
  customer and capture the customer business insights
• Identify, build
  and maintain relationships with customers’ management team.
• Represent
  customer needs to Cisco post-sales support teams and related teams
• Review and
  improve the appropriate service delivery model for customer
• Provide the
  in-time updates on "hot" or escalated issues to customer
• Coordinate and
  host weekly calls to provide status reports to customer
• Present quarterly
  reports to customers with analysis of customer's support needs
• Conduct regular
  customer visit to present operational issues/activities, customer
  satisfaction and gap analysis to customer and internal Cisco personnel

Education