Sr. Customer Success Manager, Herndon, VA or DMV Area – This role has been designated as "Remote/Teleworker," meaning you will primarily work from home.

Who We Are

Hewlett Packard Enterprise is a global edge‑to‑cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We value varied backgrounds, offer flexibility to manage our work and personal needs, and make bold moves together.

Location, Citizenship, and Clearance

Location: Herndon, VA (remote in certain locations considered). Preferred area: DC, Maryland, Virginia Beltway area for site visits.

US Citizenship required.

DoD or Civilian or US Civilian Government Security Clearance is a plus.

Job Description

The Customer Success Manager (CSM) is the post‑sales lead on a given Federal customer account. The CSM works closely with customer teams, Juniper account and internal supporting organizations to ensure effective implementation and customer success. The CSM is a customer advocate, managing Juniper support and service groups on prioritizing and managing customer expectations and escalations. The CSM leads 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 CSM leads quarterly Service Business and Account Reviews to examine overall team performance, service trends and support delivery progress. A solid understanding of the Juniper product and service portfolio is required along with product lifecycle management of the network. The CSM must effectively communicate with the customer and Juniper teams.

Key Responsibilities and Role Expectations

• Focus on Customer Success.
• Act as the single customer point of contact for post‑sales activities; manage all customer escalations.
• Monitor, manage, and audit case progress.
• Oversee customer escalation management.
• Schedule proactive cases with JTAC for planned end‑user software upgrades and/or major configuration changes.
• Lead weekly, bi‑weekly, or 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 databases.
• Manage asset recovery.
• Partner with the Account Team to enable customers via the Service Portfolio, adopting desired features and functions.
• Prepare and deliver Post‑mortem/Root Cause Analysis on technical and process issues.
• Perform trend analysis on customer‑identified and internally recognized issues, driving other organizations to develop problem resolution.
• Conduct Juniper Customer Support process training or review sessions.
• Document and maintain customer information; educate internal Juniper resources on the supported customer(s).

Minimum Qualifications

• Position is based in Herndon, VA (remote locations considered).
• General technical understanding of network operation management best practices and networking terminology.
• Strong data analysis and presentation skills.
• Excellent communication, interpersonal, and leadership skills, with a history of high‑level achievement in cross‑functional organizations.
• Ability to adjust communication to audience.
• Occasional onsite customer visits.
• Strong problem‑solving skills.
• Experience with product life‑cycle, order management, and manufacturing.
• Knowledge of CRM systems, ERP, and/or enterprise resource planning.
• Ability to organize and implement technical business process solutions.
• Working experience with tools such as SAP BI, Tableau, PowerBI, or similar.
• Experience with TL9000 metrics, network performance measurement, and hardware reliability.
• Excellent verbal and written communication skills; PowerPoint slide development.
• Excellent PC skills (MS Office) required.

Preferred Qualifications

• 6+ years of experience supporting teams managing large, global, complex Federal or multi‑national IP‑based customers.
• BA/BS degree in a related area or equivalent project management experience.
• Experience and knowledge of JUNOS on Juniper MX series routers, SRX firewalls, PTX, QFX, and EX platforms.
• PMP, PRINCE2, ITIL v4, or Agile certification.
• Technical understanding of ISIS, BGP, MPLS, QoS, VPNs, and network management.
• Experience with executive‑level communication and presentation.

What We Can Offer You

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial, and emotional wellbeing.

Personal & Professional Development

We invest in your career growth through programs that help you reach any career goals you have, whether you want to become a knowledge expert or apply your skills to another division.

Unconditional Inclusion

We celebrate individual uniqueness. A diversity‑friendly environment flexibly accommodates work and personal needs, enabling bold moves together.

Compensation

Annual salary in Virginia: USD 105,500 – 243,000 (based on geography, experience, education and skill level). Variable incentives may also be offered.

Legal and EEO Statements

HPE is an Equal Employment Opportunity and non‑discriminatory employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are based on qualifications, merit, and business need.

HPE is EEO Protected Veteran/Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider qualified applicants with criminal histories.

No Fees Notice & Recruitment Fraud Disclaimer

It has come to HPE’s attention that there has been an increase in recruitment fraud where scammers impersonate HPE. Such scammers may seek personal information or charge fees. HPE and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. Candidates should verify any recruitment agency claiming to work with HPE.