Sr. Customer Success Manager, Herndon, VA or DMV Area
United States of America
Full Time
1 week ago
$106,000 - $243,000 USD
No H1B
Key skills
Network operation managementData analysisProduct Life Cycle managementOrder ManagementManufacturing processesCRM systemsERP systemsSAP BITableauPowerBITL9000 metricsNetwork performance measurementHardware reliabilityMS OfficeJUNOSJuniper MX series RoutersSRX FirewallsPTX platformsQFX platformsEX platformsISISBGPMPLSQoSVPNsNetwork managementPMP certificationPRINCE2 certificationITILv4 certificationAgile certificationLeadership skillsBICRMERPSAPAgileLeadershipProject ManagementResource PlanningCommunicationPresentation SkillsCustomer SuccessSales
About this role
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. The Sr. Customer Success Manager will serve as the post-sales lead on Federal customer accounts, managing escalations and ensuring customer success through effective communication and support.
Responsibilities:
- 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)
Requirements:
- US Citizenship required
- 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
- 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