Sr. Customer Success Manager, Herndon, VA or DMV Area

Sr. Customer Success Manager

This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

The Customer Success Manager (CSM) is the post-sales lead role on a given Federal customer account. The Federal CSM works closely with customer teams, Juniper account and internal supporting organizations to ensure effective implementation and customer success. The CSM is a customer advocate, managing Juniper support and service groups on prioritizing and managing customer expectations and escalations. The CSM will lead regularly scheduled customer team calls, reviewing the status of current open cases and service issues, operational activities and updates on customer network projects and planning. The CSM will lead quarterly Service Business and Account Reviews, to examine overall team performance, service trends and support delivery progresses. The CSM will have a solid understanding of the Juniper product and service portfolio and track the customers deployed product install base along with product life cycle management of the network. The SCM will need to effectively communicate with the customer and Juniper teams.

US Citizenship required

Position is based in Herndon, VA. Will consider remote locations.

Preferred Location: DC, Maryland, VA Beltway area to drive to customer site when necessary.

DoD or Civilian or US Civilian Government Security Clearance is a plus.

Key Responsibilities and Role Expectations

• Focused on Customer Success
• Manage all customer escalations as the single customer point of contact for post-sales activities
• Monitor, manage, and audit case progress
• Oversee customer escalation management
• Schedule proactive cases with the Juniper Networks® Technical Assistance Center (JTAC) for planned end-user software upgrades and/or major configuration changes
• Lead weekly, bi-weekly, monthly customer review meetings
• Conduct Service Business Reviews (SBRs)
• Track product End of Life / End of Service planning
• Track and update asset inventory, contract level, and physical locations to ensure agreement between end-user and Juniper data bases
• Track asset recovery management
• Partners with Account Team to enable customer via Service Portfolio with desired adoption of features / functions
• Prepare and deliver Postmortem/Root Cause Analysis on technical and process issues
• Perform trend analysis on both customers identified and internally recognized issues, drive other organizations to develop a problem resolution
• Conduct Juniper Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)

Minimum Qualifications

Position is based in Herndon, VA. Will consider remote locations.

General technical understanding of network operation management best practices and networking terminology.

Must have strong data analysis and presentation skills.

Must have strong communication, interpersonal, and leadership skills and demonstrated a history of high-level achievement in cross-functional organizations.

Must be able to adjust communication according to audience.

Occasional onsite customer visits

Strong problem-solving skills.

Experience with Product Life Cycle, Order Management and Manufacturing.

Knowledge of CRM systems, ERP, and/or Enterprise Resource Planning.

Ability to organize and implement technical business process solutions

Working experience on tools such as SAP BI, Tableau, PowerBI or similar.

Experience with TL9000 metrics, network performance measurement and hardware reliability.

Excellent verbal and written communication skills. PowerPoint slide development.

Excellent PC skills (MS Office) required.

Preferred Qualifications

6+ years of experience in supporting teams managing large global complex Federal or multi-national IP-based customers.

BA/BS degree in related area or equivalent project management experience desirable

Experience, knowledge with JUNOS on Juniper MX series Routers, SRX Firewalls and PTX, QFX and EX platforms.

PMP, PRINCE2, ITILv4, Agile certification desired

Technical understanding of the following areas: ISIS, BGP, MPLS, QOS, VPNs, and network management.

Experience with Executive level communication/presentation preferred.

Additional Skills

Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 more}

What We Can Offer You

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.