Sr. Customer Success Lead

Hewlett Packard Enterprise • Westford, MA

1d • Hybrid

About The Position

Sr. Customer Success Lead This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. Who We Are: 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 Sr. Customer Success Lead is a dynamic and flexible organization, dedicated to delivering better-than-expected support experience & responsiveness to our customers. If you are an experienced network engineer, have in-depth knowledge on networking protocols and love to solve, don’t hesitate and apply today! What you’ll be doing: Part of the Global Customer Success organization of Juniper Networks, the candidate will be required to deliver a high level of technical support on specific Juniper Networks product(s) to customers, directly or via partners. The understanding of the Knowledge Management processes and the use of the existing Knowledge Sharing applications to contribute to the collation, dissemination, and enhancement of the collective knowledge and best practices is a key requirement for this role. Account Management: Post-Sales Customer Advocacy deliverables Single point of contact / owner for assigned customer post-sales issues Weekly status calls with customer including account team going over open Incidents, projects, trends Periodic calls with account team to share towards understanding account strategy / increase mindshare for $$ Quarterly Technical Review -- deployment, Value adds, trends, metrics Lab setup to replicate issues, test out prior to customer deployments - configs / s/w, create MOP's Gap analysis with understanding of current architecture / topology Capture and present Customer Uses cases / value adds Give back as TOI's, knowledge base articles Be able to speak to assigned account configuration Hold knowledge transfer sessions specific to their deployment -- with customer Case Management: Become the key technical support contact and handle high priority incidents opened by customers, on specific Juniper Networks Routing products (Session Smart Router) Acquire in-depth knowledge of the Juniper infrastructure and technologies that are present in our customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution Take ownership of high priority or critical customer issues, isolate Juniper product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach Replicate customer environments and issues in the lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by a customer Collaborate and communicate for high profile technical critical issues, involvement in conference calls. Develop and maintain skills in their core products and technologies and highlight any need for training as the customers' networks evolve Work closely with other CS teams to ensure knowledge share of the customer’s networks, issues, and solutions. Keep Customer Success management informed of all sensitive issues. Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability Knowledge Base Management: Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use Sound documentation of technical support issues using the available tools is an essential element of the role Continual Improvements: Suggest ways to improve the team performance and increase customers’ happiness. Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability Develop a “Can-Do” demeanor and suggest ways to improve the team performance and increase customer’s satisfaction

Requirements

• Bachelor's degree in engineering, computer science or related field, or equivalent experience
• At least 8+ years of experience in supporting large, complex IP-based networks.
• Demonstrable experience in most of the following:
• IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
• Routing technologies: SVR, STEP, OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM)
• Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric
• DevOps experience: Containers, Cloud, Virtualization, CI/CD stack, API’s, orchestration
• Experience with traffic generators and network protocols analysis tools
• Strong problem-solving and troubleshooting skills
• Strong customer management and customer service skills
• Communication and presentation skills

Nice To Haves

• Candidates with JNCIE/CCIE lab certifications or extensive Juniper product experience such as MX, PTX, QFX, EX, SRX will be given distinct preference
• Working experience with Operating System architectures (Linux, FreeBSD), Scripting languages (TCL, Perl, API, Ansible, Puppet, C, C++), Virtualization, CI/CD stack, Service daemons (DHCP, DNS, TACACS, Radius)
• Additional Skills: Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Objectives, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Loyalty, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning + 10 more

Responsibilities

• Part of the Global Customer Success organization of Juniper Networks, the candidate will be required to deliver a high level of technical support on specific Juniper Networks product(s) to customers, directly or via partners.
• The understanding of the Knowledge Management processes and the use of the existing Knowledge Sharing applications to contribute to the collation, dissemination, and enhancement of the collective knowledge and best practices is a key requirement for this role.
• Account Management: Post-Sales Customer Advocacy deliverables Single point of contact / owner for assigned customer post-sales issues Weekly status calls with customer including account team going over open Incidents, projects, trends Periodic calls with account team to share towards understanding account strategy / increase mindshare for $$ Quarterly Technical Review -- deployment, Value adds, trends, metrics Lab setup to replicate issues, test out prior to customer deployments - configs / s/w, create MOP's Gap analysis with understanding of current architecture / topology Capture and present Customer Uses cases / value adds Give back as TOI's, knowledge base articles Be able to speak to assigned account configuration Hold knowledge transfer sessions specific to their deployment -- with customer
• Case Management: Become the key technical support contact and handle high priority incidents opened by customers, on specific Juniper Networks Routing products (Session Smart Router) Acquire in-depth knowledge of the Juniper infrastructure and technologies that are present in our customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution Take ownership of high priority or critical customer issues, isolate Juniper product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach Replicate customer environments and issues in the lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by a customer Collaborate and communicate for high profile technical critical issues, involvement in conference calls. Develop and maintain skills in their core products and technologies and highlight any need for training as the customers' networks evolve Work closely with other CS teams to ensure knowledge share of the customer’s networks, issues, and solutions. Keep Customer Success management informed of all sensitive issues. Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability
• Knowledge Base Management: Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use Sound documentation of technical support issues using the available tools is an essential element of the role
• Continual Improvements: Suggest ways to improve the team performance and increase customers’ happiness. Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability Develop a “Can-Do” demeanor and suggest ways to improve the team performance and increase customer’s satisfaction

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level