IBM Cloud Service Manager (Herndon, VA.)

Hobbsnews; Herndon, Northern (VA, KY); Hybrid; USD 120,000 - 275,000; Full time

Job summary

Hewlett Packard Enterprise (HPE) in Herndon, Virginia, seeks a Customer Success Manager (CSM) to advocate for post-sale networking accounts. The role is onsite with a hybrid work expectation and involves coordinating across technical and non-technical teams to ensure successful customer implementations.

The candidate should have a technical background, strong communication and leadership skills, and experience with Juniper-based networks, with travel as needed.

Qualifications

• Bachelor's degree or equivalent work experience.
• 7+ years of experience in large, complex IP-based networks.
• Strong understanding of Internet firewalls, MPLS VPNs, routing protocols (OSPF, BGP), and network management.
• Must have strong communication, interpersonal and leadership skills with cross-functional collaboration.
• Occasional regional travel.

Responsibilities

• Monitor, manage and audit case progress.
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status.
• Conduct periodic operations reviews with the account team to review product and support performance.
• Prepare and deliver postmortem/root cause analyses on technical and process issues.
• Perform trend analysis and drive other teams to resolve issues.
• Provide high level software upgrade guidance and manage non-technical escalations.
• Conduct Juniper customer support process training/review sessions.
• Document and maintain customer information and educate internal resources.
• Coordinate support efforts among multiple organizations.

Skills

IP networks

OSPF

BGP

Firewalls

Communication

Leadership

Education

Bachelor's degree or equivalent

Job description

IBM Cloud Service Manager (Herndon, VA.) This role has been designed as 'Onsite' with an expectation that you will primarily work 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 onfinding 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:

HPE is seeking a Customer Success Manager (CSM) as a designated advocate within HPE Networking for post-sale account. This person will support coordination acting as a matrix manager for both technical and non-technical support requirements.

The Customer Success Manager works closely with the customer and multiple organizations within HPE to ensure effective implementation of customer support.

This person will be closely involved in critical customer issues and works closely with other organizations on prioritizing and managing customer escalations. They will also lead 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 and progress.

We are seeking a candidate with some technical background and understanding on how HPE Juniper products are utilized by the customer and uses this to effectively communicate with the customer and drive issues within HPE.

Location:

Herdon, VA on a hybrid schedule.

Job Requirements:

• Bachelors degree or equivalent work experience.
• 7 + years of experience in supporting large, complex, IP-based networks.
• Good technical understanding of the following areas: Internet firewalls, MPLS VPNs, routing protocols such as OSPF, BGP, and network management.
• Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
• Occasional Regional travel

Specific Job Functions:

• Monitor, manage and audit case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review HPE Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule - Manage non-technical escalations
• Conduct Juniper Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
• Coordinating support efforts among multiple organizations

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Master

The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
- United States of America: Annual Salary USD 119,500 - 275,000 in Virginia
The listed salary range reflects base salary. Variable incentives may also be offered.

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.