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Sr. Customer Success Manager

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Hewlett Packard Enterprise

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Location:
United States , Herndon

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

105500.00 - 243000.00 USD / Year
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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.

Job Responsibility:

  • 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:

  • 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
  • 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
  • Excellent PC skills (MS Office) required
  • US Citizenship required

Nice to have:

  • 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
  • DoD or Civilian or US Civilian Government Security Clearance is a plus
What we offer:
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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