Sr. Customer Success Manager, Herndon, VA or DMV Area

Sr.

Customer Success Manager, Herndon, VA or DMV Area

This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.

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 Customer Success Manager (CSM) is the post-sales lead role on a given Federal customer account.

The Federal CSM works closely with customer teams, Juniper account and internal supporting organizations to ensure effective implementation and customer success.

The CSM is a customer advocate, managing Juniper support and service groups on prioritizing and managing customer expectations and escalations.

The CSM 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 CSM will lead quarterly Service Business and Account Reviews, to examine overall team performance, service trends and support delivery progresses.

The CSM 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 SCM will need to effectively communicate with the customer and Juniper teams.

US Citizenship required

Position is based in Herndon, VA.

Will consider remote locations.

Preferred Location: DC, Maryland, VA Beltway area to drive to customer site when necessary.

DoD or Civilian or US Civilian Government Security Clearance is a plus.

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 Serv...