Service Manager - Tunisia

Juniper Services teams are passionate about enabling positive experience. Helping customers get the very best from our products. Partnering to ensure success for all!

As a Service Manager you will be the single point of contact for all service-related matters. A key member of the account while acting as a trusted advisor to the customer and advocate inside of Juniper. Working closely with delivery & sales colleagues such as our technical assistance centre, contracts, logistics, sales, and engineering teams. Trusted to lead. Reactively solving customer issues and proactively identifying and mitigating risks.

Service Managers can chat with technical people and translate the same at an executive level, synchronising and improving understanding. They are detectives, tenacious, professional, and driven to reach the core of a problem. Is this you?

A Day in the Life of Service Management

Working with a team of professionals to own customer engagement and experience with a focus on success, you will:

• Serve as lead in coordination & communication between the customer, sales, services & engineering teams. Build and maintain positive & respectful relationships.
• Construct clear plans of action and drive clear demarcation of ownership and accountability.
• Reliably and clearly communicate at all levels, from field engineers through to back-office technical staff and C level executives.
• Provide concise & informative weekly reporting that summarises the key developments. With both succinct executive summaries and in-depth technical detail. Demonstrating progress, ownership & next steps for each account.
• Build and update reports for monthly and quarterly operational business reviews. Analyse trends for further discussion, define actions to address issues & concerns.
• Think proactively, analyse data and prep teams early in the engagement before reactive support is required! Mindful of how the application of Juniper Networks Support Automation tools may provide value.
• Think innovatively, strive to improve, and evolve the services we provide to our customers and partners. Internally - be a key contributor to initiatives that improve processes and tools that we use in the delivery of our services.
• Develop technical and marketing knowledge of Juniper product lines. Not just what a product does, but the value it provides to our customer and their business success.
• Become intimately familiar with the account strategy. Participate in customer network planning review meetings. Flagging opportunities to upsell services and products back to the sales account team.

Requirements

5+ years of relevant work experience. Ideally leading large technical account activity for a Service Provider or large Enterprise customer.

College / University degree or equivalent experience.

Technically savvy with a deep understanding of Customer Support environments. Able to deftly navigate and communicate at this level.

A broad knowledge in one or more technical subject areas is helpful, for example:

An understanding of the protocols surrounding SDN service provider or Enterprise networks. These skills could include: 

• SDN, Contrail networking 
• OpenStack, IaaS 
• SDN overlays and EVPN based solutions 
• Core & edge routing
• Switching technologies
• Internet Security
• Network management

The candidate will have a background in driving customer success. A tried ability to prioritize issues, while considering both customer and Juniper requirements.

Must have strong communication, interpersonal and leadership skills and able to prove achievement in a career supporting cross-functional organisations.

The successful candidate will demonstrate and be a role model for the values of the "Juniper Way" - Be Bold, Build Trust, Deliver Excellence.

Juniper Networks is an equal opportunity employer. We value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, disability or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform important job functions, and receive other benefits and privileges of employment. Please contact us for more information.

Relocation is not available for this position

ABOUT JUNIPER NETWORKS

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...