Director Customer Service and Support--Herndon, VA--920811

Juniper Networks - Herndon VA

Posted 848 days ago
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    Computer Networking, Information Technology and Services
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This is a preview of the Director Customer Service and Support--Herndon, VA--920811 job at Juniper Networks. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

The ideal candidate will have telecommunications experience working with a large Service Provider in addition to Mobile experience : OSS/BSS, packet gateways, end to end 3G/4G technologies or LTE background.

Responsibilities include:
• Creating GTM strategies for successful growth in services and support capabilities that meet the needs of Verizon; respect and reflect the models in place and as defined by the Account Sales Team; and maximize services revenue from Verizon.
• Lead, Recruit and retain strong individuals to fill services and support roles as they occur.
• Collaborating with relevant customer support teams in Juniper to ensure that critical customer issues are driven to closure in a structured and timely manner and that customer management is well coordinated with relevant sales and partner teams during those issues.
• Collaborating with sales teams to ensure the value proposition of Junipers Professional, Advanced and Educational Services offerings are positioned appropriately with Verizon, both for the current infrastructure and key new projects.
• Building solid relationships with key elements within Juniper and the Verizon for successful support of Verizon and their customers.
• Ensuring services in support of Verizon are managed and delivered in a fiscally appropriate manner with maximum revenue from Juniper's services investments in people and resources.
• Accountable for managing all Services and Support programs for Verizon, Partners, third parties and logistics providers, and will be an escalation customer service contact. 
• Continuously builds a customer-focused, responsive, and flexible support infrastructure that is committed to operational excellence, the success of the Verizon, and optimizing profitability for both the customer and Juniper.
• Manages SLA performance for on-time delivery as well as contract requirements.
• Identifies and drives new customer service processes, or assists in enhancing existing processes.
• Creating and monitoring Key Performance Indicators that reflect successful execution of GTM plans, strategic initiatives, and day to day operations.
• Involvement with the creation and presentation of customer and internal operational and business reviews demonstrating Junipers performance to Verizon against contractual commitments and against Juniper’s strategic and operational requirements for Verizon. 
• Building strong relationships with key areas and people within Juniper and specifically within CS Americas, CS Global support teams and Juniper Sales and Systems Engineering teams.
• Being an active member of the Americas Advanced Services management team.

Desired Skills and Experience

Required Experience:
• 10+ years professional experience working with large scale service providers
• 5-7+ years of management experience desired
• Must have excellent communication, leadership, management development, team-building, and organizational skills
• Must possess an understanding of technologies related to core networking and have experience working with large-scale ISPs and Enterprise customers.  
• Must be open to travel up to 50%

About this company

Juniper Networks

We offer very market competitive benefits
Juniper Networks is an Equal Opportunity/Affirmative Action Employer.

Juniper Networks is enrolled in E-Verify® and will be participating in E-Verify in addition to our Form I-9 process.

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