Services Management Specialist

Juniper Services teams are passionate about enabling positive experiences. We help customers get the very best from our products and partner to ensure success for all! As a Service Management Specialist, you will be the single point of contact for all service-related matters. A key account member acts as a trusted advisor to the customer and advocate within Juniper. Working closely with delivery & sales colleagues, such as our technical assistance center, contracts, logistics, sales, and engineering teams. Trusted to lead. Reactively solving customer issues and proactively identifying and mitigating risks. Service Managers can chat with technical people and translate the same to an executive level, synchronizing and improving understanding. They are detectives, tenacious, professional, and driven to reach the core of a problem. Is this you?

Location: Preferably Seattle, WA - potentially US remote

A Day in the Life of Service Management

• Working with a team of engineers to own customer engagement and experience with a focus on success, you will:
• Serve as lead in coordination & communication between the customer, sales, services & engineering teams. Build and maintain positive & respectful relationships.
• Construct clear plans of action and drive clear demarcation of ownership and accountability.
• Optimally and clearly communicate at all levels, from field engineers through to back-office technical staff and C-level executives.
• Provide concise & informative weekly reporting that summarizes the key developments. With both succinct executive summaries and in-depth technical detail. Demonstrating progress, ownership & next steps for each account.
• Build and update reports for monthly and quarterly operational business reviews. Analyze trends for further discussion, and define actions to address issues & concerns.
• Deliver proactively, analyze data, and prep teams for early in the engagement before reactive support is required! Mindful of how the application of Juniper Networks Support Automation tools may provide value.
• Deliver innovatively and strive to improve and evolve the services we deliver to our customers and partners. Internally - be a key contributor to initiatives that improve processes and tools that we use in the delivery of our services.
• Develop technical and marketing knowledge of Juniper product lines. Not just what a product does, but the value it provides to our customer and their business success.
• Become intimately familiar with the account strategy. Participate in customer network planning review meetings. Flagging opportunities to upsell services and products back to the sales account team.

Requirements

• 6+ years of relevant work experience. Ideally leading large technical account activity for a Service Provider or large Enterprise customer.
• Technically savvy with a deep understanding of Customer Support environments. Able to thoughtfully navigate and communicate at this level.
• Broad knowledge in one or more technical subject areas is helpful, for example:
  
  
  
  • Core & edge routing, Switching technologies, Internet Security, Network management
  
  
• BS/BA degree in a related area or equivalent project management experience is desirable

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.