Services Management Specialist Staff

The Federal Service Manager (SM) is the post-sales lead role on a given Federal customer account. The Federal SM works closely with customer teams, Juniper account and internal supporting organizations to ensure effective implementation and customer success. The SM is a customer advocate, managing Juniper support and service groups on prioritizing and managing customer expectations and escalations. The SM 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 SM will lead quarterly Service Business and Account Reviews, to examine overall team performance, service trends and support delivery progresses. The SM 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 SM will need to effectively communicate with the customer and Juniper teams

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:

• US Citizenship required
• 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.

Minimum Salary: $124,608.00

Maximum Salary:$179,124.00

The pay range for this position is expected to be between $124,608.00 and $179,124.00/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.