At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.

To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.

The Federal Service Manager (SM) is the post-sales lead role on a given Federal customer account. The Federal SM works closely with customer teams, Juniper account and internal supporting organizations to ensure effective implementation and customer success. The SM is a customer advocate, managing Juniper support and service groups on prioritizing and managing customer expectations and escalations. The SM will lead regularly scheduled customer team calls, reviewing the status of current open cases and service issues, operational activities and updates on customer network projects and planning. The SM will lead quarterly Service Business and Account Reviews, to examine overall team performance, service trends and support delivery progresses. The SM will have a solid understanding of the Juniper product and service portfolio and track the customers deployed product install base along with product life cycle management of the network. The SM will need to effectively communicate with the customer and Juniper teams

Key Responsibilities and Role Expectations

Focused on Customer Success
Manage all customer escalations as the single customer point of contact for post-sales activities
Monitor, manage, and audit case progress
Oversee customer escalation management
Schedule proactive cases with the Juniper Networks® Technical Assistance Center (JTAC) for planned end-user software upgrades and/or major configuration changes
Lead weekly, bi-weekly, monthly customer review meetings
Conduct Service Business Reviews (SBRs)
Track product End of Life / End of Service planning
Track and update asset inventory, contract level, and physical locations to ensure agreement between end-user and Juniper data bases
Track asset recovery management
Partners with Account Team to enable customer via Service Portfolio with desired adoption of features / functions
Prepare and deliver Postmortem/Root Cause Analysis on technical and process issues
Perform trend analysis on both customers identified and internally recognized issues, drive other organizations to develop a problem resolution
Conduct Juniper Customer Support process training/review sessions
Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)

Minimum Qualifications:

US Citizenship required
Position is based in Herndon, VA. Will consider remote locations.
6+ years of experience in supporting teams managing large global complex Federal or multi-national IP-based customers.
BA/BS degree in related area or equivalent project management experience desirable
General technical understanding of network operation management best practices and networking terminology.

Minimum Salary: $124,608.00

Maximum Salary:$179,124.00

The pay range for this position is expected to be between $124,608.00 and $179,124.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper’s pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.

ABOUT JUNIPER NETWORKS

Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether its 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 lifes work. At Juniper we believe this is more than a job - its an opportunity to help change the world...

INCLUSION AND DIVERSITY AT JUNIPER

At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. We know from experience that people from underrepresented groups often do not apply for roles they do not feel they meet all the criteria for. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We’d love to speak with you.

Additional Information for United States jobs:

ELIGIBILITY TO WORK AND E-VERIFY

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.

● Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify

● Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.