Services Management Specialist Staff - Park, United Kingdom - Juniper Networks

Juniper Networks
Juniper Networks
Verified Company
Park, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
Juniper Services teams are passionate about enabling positive experience. Helping customers get the very best from our products. Partnering to ensure success for all

As a Service Manager you will be the single point of contact for all service-related matters.

A key member of the account while acting as a trusted advisor to the customer and advocate inside of Juniper.

Working closely with delivery & sales colleagues such as our technical assistance centre, 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 to the same to an executive level, synchronising and improving understanding.

They are detectives, tenacious, professional and driven to reach the core of a problem. Is this you?

A Day in the Life of Service Management
Working with a team of professionals 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.
  • Reliably and clearly communicate at all levels, from field engineers through to backoffice technical staff and C level executives.
  • Provide concise & informative weekly reporting that summarises the key developments. With both succinct executive summaries and indepth technical detail. Demonstrating progress, ownership & next steps for each account.
  • Build and update reports for monthly and quarterly operational business reviews. Analyse trends for further discussion, define actions to address issues & concerns.
  • Think innovatively, strive to improve and evolve the services we provide 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 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:

5+ years of relevant work experience. Ideally leading large technical account activity for a Service Provider or large Enterprise customer.

Mainland UK based. Travel to north of England required for execution of specific service deliverables. Around 12 trips to customer site per year at customer discretion, excluding unplanned response to emergency incidents.

College / University degree or equivalent experience.

Technically savvy with a deep understanding of Customer Support environments. Able to deftly navigate and communicate at this level.

  • Core & edge routing
  • Switching technologies
  • Internet Security
  • Network management
Must have strong communication, interpersonal and leadership skills and able to prove achievement in a career supporting cross-functional organisations.
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