Staff, Services Mgmt Specialist - KS1010971

Key Responsibilities and Role Expectations • 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) Minimum Qualifications: • Position is based in Herndon, VA. Will consider remote locations. • 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 • 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. Preferred Qualifications: • Experience and knowledge with JUNOS on Juniper MX series Routers, SRX Firewalls and PTX, QFX and EX platforms. • DoD or Civilian or US Civilian Government Security Clearance is a plus • 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. Other Information: • Relocation is not available for this position #LI-AHUYNH #LI-PRIORITY Minimum Salary: $108,900.00 Maximum Salary:$166,980.00 The pay range for this position is expected to be between $108,900.00 and $166,980.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Juniper’s pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements