Sr. Customer Success Lead

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...