Service Manager (SM) Deutsche Telekom (DT) direct business relation
Location : Home Office Germany
The SM will serve as the primary customer interface for all post sales technical issues for one of Juniper’s key Service Provider customer.
This position resides within the Juniper Networks Advanced Services team.
The SM is the single point of contact and customer advocate for the account, working closely with the Juniper Networks delivery teams, such as TAC, contracts and logistics, as well as the sales and engineering teams on prioritizing and managing all customer issues and escalations.
The SM will organize and coordinate (bi-)weekly meetings and periodic onsite technical reviews to present overall JTAC case analysis, work to avoid potential network outages by proactively determining if issues seen with other customer networks pose a risk to their customer environment.
Communicate issues internally to product marketing and upper management to keep key players current on major account activity.
This position requires high grade of experience in managing large technical account activity.
Requires a strong IP networking background and experience in Customer Support environments in order to discuss and drive technical issues for the customer in an appropriate manner.
Knowledge in one or more of the technical areas below is required.
Core and edge routing & switching technologies
Internet firewalls & Security
Cloud technology and SDN / SD-WAN
The candidate must have a proven background in managing customers and a clear ability to prioritize issues, while considering both customer and Juniper requirements.
Must have strong communication, interpersonal and leadership skills and be able to demonstrate a history of high-level achievement in cross-functional organizations.
Sales experience is a benefit.
Customer management experience is a requirement.
Key role responsibilities for Service Managers
Serve as the central point of coordination between the customer, account team, Juniper Technical Assistance Centre (JTAC), Engineering, Product Line Management (PLM) and Customer Services and Sales management
Hold consistent regularly scheduled customer meetings
Successfully manage case escalations :
Coordinate the activities with the customer team and Juniper teams.
Work with the JTAC team early in the engagement before onsite support is required.
Prior to speaking to the customer, hold internal calls with a clear agenda as to what you want to achieve.
Document the meeting summary and communicate an action plan to the customer.
After the customer meeting, summarize the next steps for those not able to attend.
Provide daily updates both, internally and towards the customer, more often if necessary.
If issues continue without a clear progress or timeframe for resolution, escalate to management and add to the hot list for more visibility using the normal escalation process.
If the situation is critical follow the critical case format.
Provide a concise informative weekly report summarizing the key developments with your accounts.
For business reviews / case analysis, indicate customer feedback on the review so Juniper can continue to improve.
Run quarterly Business Objects reports and prepare a presentation for the customer summarizing the trends seen, both, positive or negative together with the service management team.
Analyze the trends for discussion with the customer and define actions to address any issues and concerns.
Develop / maintain a good technical and marketing knowledge of Juniper product lines.
Develop / maintain strong relationships with key stakeholders and customer’s technical teams.
Participate in customer network planning review meetings (in conjunction with the account team).
Have a solid understanding of the technology utilized in the assigned customer’s environment.
Become intimately familiar with the accounts technical goals and initiatives and provide key insight about such goals and initiatives within Juniper.
Travel a minimum of once per quarter to each supported customer.
Coordinate corporate resources as they pertain to the support of your customers.
Support customers with the implementation and operation of Juniper Support Automation