IBM Cloud Service Manager (Herndon, VA.)

Hewlett Packard Enterprise • Herndon, VA

4d • Hybrid

About The Position

HPE is seeking a Customer Success Manager (CSM) as a designated advocate within HPE Networking for post-sale accounts. This person will support coordination acting as a matrix manager for both technical and non-technical support requirements. The Customer Success Manager works closely with the customer and multiple organizations within HPE to ensure effective implementation of customer support. This person will be closely involved in critical customer issues and works closely with other organizations on prioritizing and managing customer escalations. They will also lead regularly scheduled conference calls to discuss the status of all current open cases and updates on customer network plans. Additionally, quarterly meetings may be scheduled to review overall performance and progress. We are seeking a candidate with some technical background and understanding on how HPE Juniper products are utilized by the customer and uses this to effectively communicate with the customer and drive issues within HPE.

Requirements

• Bachelors degree or equivalent work experience.
• 7 + years of experience in supporting large, complex, IP-based networks.
• Good technical understanding of the following areas: Internet firewalls, MPLS VPNs, routing protocols such as OSPF, BGP, and network management.
• Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.

Nice To Haves

• Occasional Regional travel

Responsibilities

• Monitor, manage and audit case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review HPE Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule
• Manage non-technical escalations
• Conduct Juniper Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
• Coordinating support efforts among multiple organizations

Benefits

• Health & Wellbeing comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development programs catered to helping you reach any career goals.
• Unconditional Inclusion
• Flexibility to manage our work and personal needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree