Senior Network Customer Success Manager (Hybrid, VA)

Hewlett Packard Enterprise Company; Richmond (VA); On-site; USD 120,000 - 275,000; Full time

Job summary

Hewlett Packard Enterprise in Herndon, VA seeks a Customer Success Manager (CSM) to advocate for post-sale networking support. You will coordinate with technical and non-technical teams, manage escalations, and lead regular status calls to keep customers informed of case and RMA progress.

The role emphasizes a technical background with understanding of HPE Juniper products and effective communication to drive issue resolution. Occasional regional travel is expected.

Qualifications

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

Responsibilities

• Monitor, manage and audit case progress.
• Prepare and deliver weekly/bi-weekly case reviews and status updates.
• Conduct periodic operations reviews with the account team to assess performance.
• Prepare and deliver Postmortem/Root Cause Analysis on technical and process issues.
• Perform trend analysis and drive other teams toward resolutions.
• Provide high-level software upgrade guidance and manage non-technical escalations.
• Conduct Juniper customer support process training sessions.
• Document and maintain customer information and educate internal resources.
• Coordinate support efforts among multiple organizations.

Skills

IP networks

OSPF

BGP

MPLS VPNs

Firewalls

Network management

Communication

Education

Bachelor's degree

Tools

Juniper products

Job description

Hewlett Packard Enterprise in Herndon, VA seeks a Customer Success Manager (CSM) to advocate for post-sale networking support. You will coordinate with technical and non-technical teams, manage escalations, and lead regular status calls to keep customers informed of case and RMA progress.

The role emphasizes a technical background with understanding of HPE Juniper products and effective communication to drive issue resolution. Occasional regional travel is expected.