Services Management Specialist Staff

Juniper Services teams are passionate about enabling positive experiences. Helping customers get the very best from our products. Partnering to ensure success for all!

As a Service Manager, you will be the single point of contact for all service-related matters. A key member of the account while acting as a trusted advisor to the customer and advocate inside of Juniper. Working closely with delivery & sales colleagues such as our technical assistance center, contracts, logistics, sales, and engineering teams. Trusted to lead. Reactively solving customer issues and proactively identifying and mitigating risks.

Service Managers can chat with technical people and translate the same to an executive level, synchronizing and improving understanding. They are detectives, tenacious, professional, and driven to reach the core of a problem. Is this you?

A Day in the Life of Service Management

Working with a team of professionals to own customer engagement and experience with a focus on success, you will:

Serve as lead in coordination & communication between the customer, sales, services & engineering teams. Build and maintain positive & respectful relationships.

Construct clear plans of action and drive clear demarcation of ownership and accountability.

Reliably and clearly communicate at all levels, from field engineers through to back-office technical staff and C-level executives.

Provide concise & informative weekly reporting that summarizes the key developments. With both succinct executive summaries and in-depth technical detail. Demonstrating progress, ownership & next steps for each account.

Build and update reports for monthly and quarterly operational business reviews. Analyze trends for further discussion, define actions to address issues & concerns.

Think proactively, analyze data, and prep teams for early in the engagement before reactive support is required! Mindful of how the application of Juniper Networks Support Automation tools may provide value.

Think innovatively, strive to improve and evolve the services we provide to our customers and partners. Internally - be a key contributor to initiatives that improve processes and tools that we use in the delivery of our services.

Develop technical and marketing knowledge of Juniper product lines. Not just what a product does, but the value it provides to our customer and their business success.

Become intimately familiar with the account strategy. Participate in customer network planning review meetings. Flagging opportunities to upsell services and products back to the sales account team.

Requirements

• Switching technologies
• Broad knowledge in one or more technical subject areas is helpful, for example:
• College / University degree or equivalent experience.
• 5+ years of relevant work experience. Ideally leading large technical account activity for a Service Provider or large Enterprise customer.
• Internet Security
• Core & edge routing
• Network management
• Technically savvy with a deep understanding of Customer Support environments. Able to deftly navigate and communicate at this level.
• The candidate will have a background in driving customer success. A tried ability to prioritize issues, while considering both customer and Juniper requirements.
• Strong communication, interpersonal, and leadership skills and able to prove achievements in a career supporting cross-functional organizations.

The successful candidate will demonstrate and be a role model for the values of the "Juniper Way" - Be Bold, Build Trust, Deliver Excellence.