Senior Networking Customer Success Manager (Hybrid)

Hewlett Packard Enterprise; Virginia (MN); On-site; USD 120,000 - 275,000; Full time

Benefits offered by this job

Health & Wellbeing

Professional development

Unconditional inclusion

Job summary

Hewlett Packard Enterprise is seeking an experienced IBM Cloud Service Manager to lead post-sale customer success for our networking portfolio in Herndon, VA. This onsite role requires coordinating across technical and non-technical teams to drive implementing HPE Juniper solutions.

You will manage escalations, deliver regular reviews, and guide customers through software upgrades while ensuring high-quality service delivery and customer satisfaction in a complex enterprise environment.

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, NFPs?
• Clarify: routing protocols such as OSPF, BGP, and network management.
• Excellent communication, interpersonal and leadership capabilities.
• 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 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

Skills

Communication skills

Leadership

Interpersonal skills

Networking knowledge

Education

Bachelor's degree or equivalent

Job description

Hewlett Packard Enterprise is seeking an experienced IBM Cloud Service Manager to lead post-sale customer success for our networking portfolio in Herndon, VA. This onsite role requires coordinating across technical and non-technical teams to drive implementing HPE Juniper solutions.

You will manage escalations, deliver regular reviews, and guide customers through software upgrades while ensuring high-quality service delivery and customer satisfaction in a complex enterprise environment.