Service Manager - Enterprise customer

Job Responsibilities

The Service Manager contributes to Juniper’s services success through the effective management and delivery of Juniper’s support services to maximize the customer’s business outcomes and service satisfaction. This position will manage the delivery of Services offerings to Juniper’s strategic Enterprise Customers and Service Support Partners. Work with internal teams to establish effective business relationships that maintain high levels of customer satisfaction and maximize Juniper’s business opportunities. This role reports to the Customer Service Senior Manager and is a part of the customer service organisation.

CRITERIA / REQUIREMENTS

KNOWLEDGE

• Requires an understanding of support process in order to discuss and drive issues for the customer in an appropriate manner.
• Has a proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and Juniper requirements.
• Demonstrates high-level achievement in cross functional organizations.
• Develop a methodical approach to problem solving by being able to apply logic in solving problems and the ability to think outside the box to the mutual benefit of the customer and Juniper.
• Relationship building, interpersonal communications, and customer management skills.

Good communication skills

JOB COMPLEXITY

• Demonstrates customer relationship management experience and a skill level for managing complex escalations.
• Work closely in conjunction with the account team to understand strategies and customer commitments.
• Practices good time management behaviors, managing time to meet agreed targets.
• Ability to understand and drive compliance to contractual matters.
• Ability to use and understand the Juniper tools and systems.
• Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results.
• Works closely with the Sales Engineer on enhancement requests (owned by System Engineers) and ensures timely responses to the customer on status.
• Proactively seeks to understand client needs and identifies solutions to non-standard tasks/queries.
• Identifies any Juniper process deficiencies and recommends how they can be improved in a positive, constructive fashion.
• While working closely as part of the sales team account strategy, acts independently to determine methods and procedures to ensure customer satisfaction and report customer matters related to service delivery to the account team on a regular and ad-hoc basis.

EXPERIENCE

• Typically requires total of 10-12 years, with approximately 3-4 years working in a technical support environment plus 7-8 years customer interface / customer operation management experience in a service role with customer satisfaction ownership responsibility.
• Proven capabilities of project management and process management
• A track record of problem-solving capabilities
• Technical education a plus
• Desired certificaitons : ITIL , Six Sigma ( Green belt), Technical certifications like JNCIA ENT , CCNA .

OTHER JOB SPECIFICATIONS

• Travel required – potentially once per quarter to each supported customer but on an as needed basis
• Job Location is Hyderabad , India

OTHER POSITION REQUIREMENTS

• Technical Issues Escalation Management
• Contract Issues and Account Escalations
• Customer Contract Review
• Assisting with regular performance reporting of the Service Contract
• Quality & Customer Satisfaction