Senior Network CSM - Hybrid VA

Hewlett Packard Enterprise Development LP; Richmond (VA); Hybrid; USD 120,000 - 275,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a Customer Success Manager (CSM) focused on post-sale advocacy within HPE Networking. The role coordinates technical and non-technical support requirements and drives issue resolution with multiple internal teams.

The candidate should understand HPE Juniper products and communicate effectively with customers, leading escalations and quarterly reviews where applicable. Onsite with hybrid work in the VA area.

Qualifications

• Bachelor's degree or equivalent work experience.
• 7+ years of experience supporting large, complex IP-based networks.
• Strong understanding of firewalls, MPLS VPNs, OSPF, BGP, and network management.
• Excellent communication, interpersonal and leadership skills.
• Occasional regional travel opportunities.

Responsibilities

• Monitor, manage and audit case progress.
• Prepare and deliver weekly/bi-weekly case reviews and status updates.
• Conduct Operations Reviews with account team to review product and support performance.
• Prepare Postmortem/Root Cause Analysis on technical and process issues.
• Perform trend analysis and drive cross-organizational problem resolution.
• Provide high-level software upgrade guidance and manage non-technical escalations.
• Conduct Juniper Customer Support process training/reviews.
• Document customer information and educate internal resources on the supported customer.
• Coordinate support efforts among multiple organizations.

Skills

Communication skills

Technical network knowledge

Leadership abilities

Regional travel willingness

Education

Bachelor's degree or equivalent

Job description

Hewlett Packard Enterprise is seeking a Customer Success Manager (CSM) focused on post-sale advocacy within HPE Networking. The role coordinates technical and non-technical support requirements and drives issue resolution with multiple internal teams.

The candidate should understand HPE Juniper products and communicate effectively with customers, leading escalations and quarterly reviews where applicable. Onsite with hybrid work in the VA area.