Services Management Specialist Staff

Service Manager: US West or Mountain time zone (Local Remote Opportunity)

The Service Manager (SM) is a designated advocate within Juniper for post-sales account support coordination.  The SM works closely with the customer and multiple organizations within Juniper to ensure effective implementation of Juniper Customer Support, expediting resolution for critical customer issues, and effectively managing both technical and non-technical customer escalations. 

Responsibilities:

The SM leads regularly scheduled conference calls to discuss the status of all current open cases and updates on customer network plans.  Additionally, quarterly meetings may be scheduled to review overall performance, trends, and progress.  The SM builds a solid understanding of how Juniper products are utilized by the customer and uses this to effectively communicate with the customer and drive issues within Juniper.                                                                       

Qualifications:

• 3-5 years of experience in supporting large, complex, IP-based Service Provider or Enterprise networks(Cloud Provider/hyper-scaler a plus).  
• Bachelor’s degree (or equivalent experience)
• Broad knowledge in one or more technical subject areas is helpful, for example: 
  • Core & edge routing
  • Switching technologies
  • Datacenter environments
  • Network management
• Basic understanding of Customer Success principles 
• Experience in a customer-facing role, managing customer operations and account escalation
• Must have strong communication, interpersonal, and leadership skills, and have demonstrated a history of high-level achievement in cross-functional organizations.  
• Flexibility to travel up to 15%

Other Preferred Skills:

• PMP, PRINCE, or project management experience a plus 
• ITIL certification a plus

 

Minimum Salary: $123,750.00

Maximum Salary:$189,750.00

The pay range for this position is expected to be between $123,750.00 and $189,750.00/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.

ABOUT JUNIPER NETWORKS

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.

 

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...