80015P-Services Mgmt Specialist Staff

1 week ago

Sydney, New South Wales, Australia Juniper Networks Full time

**Service Manager: Sydney, Austrailia**

The Service Manager (SM) is a designated advocate within Juniper for post-sales account support coordination. The SM works closely with the customer and multiple organizations within Juniper to ensure effective implementation of Juniper Customer Support, expediting resolution for critical customer issues, and effectively managing both technical and non-technical customer escalations.

**Responsibilities**:
The SM leads 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, trends, and progress. The SM builds a solid understanding of how Juniper products are utilized by the customer and uses this to effectively communicate with the customer and drive issues within Juniper.

**Qualifications**:

- 3-5 years of experience in supporting large, complex, IP-based Service Provider or Enterprise networks(Cloud Provider/hyper-scaler a plus).
- Bachelor's degree (or equivalent experience)
- Core & edge routing
- Switching technologies
- Datacenter environments
- Network management
- Basic understanding of Customer Success principles
- Experience in a customer facing role, managing customer operations and account escalation
- Must have strong communication, interpersonal, and leadership skills, and have demonstrated a history of high-level achievement in cross-functional organizations.
- Flexibility to travel up to 10%

**Other Preferred Skills**:

- PMP, PRINCE, or project management experience a plus
- ITIL certification a plus

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