Customer Services Lead

Location: Italy

Who we are:

Juniper Networks brings simplicity to networking with products, solutions, and services that connect the world! Through engineering innovation, we remove the constraints and complexities of networking in the cloud era to solve the toughest challenges our customers and partners face daily. At Juniper Networks we believe that the network is a resource for sharing knowledge and human advancement that changes the world. We are committed to imagining groundbreaking ways to deliver automated, scalable, and secure networks to move at the speed of business!

Juniper Networks is at the heart of this transformation with its industry-leading technologies that are ever more software-defined, helping to answer the most challenging issues in connectivity. Digital transformation is everywhere, with technologies such as Multi-Cloud, Cybersecurity, Automation, IoT, AI, Machine Learning, and 5G driving the next waves of innovation.

About the role:

The Customer Services Lead (CSL) is responsible for the delivery of the full portfolio of Services to their customer. The CSL reports to EMEA Service Delivery Manager and works closely with the Key Account Director to create sales and delivery strategies for the services and support capabilities needed to achieve customer success. Additionally, supports the development, documentation, and implementation of the Customer Services component of the customer account plan, including driving the pre-sales activities for services.

The CSL will lead the team of both directly managed and indirectly assigned service delivery individuals who together will deliver the services to the customer. Also, will team with colleagues across Global Services to design innovative service solutions for their specific customer, whilst working closely with the GS function leaders to ensure alignment across the delivery roles with regard to development, processes, and tools.

Our future colleague will be supporting the assurance that all appropriate services are sold and delivered to their customer to achieve both the financial targets (SA, revenue, and P&L) and a very high level of customer satisfaction through successful product deployment. The CSL will also be recognized by the customer executives as their Single Point of Contact and escalation into Juniper as it pertains to service performance on products and projects across all aspects of services, and will therefore build and maintain a strong relationship with the Customers Operational Executive Team.

Responsibilities:

• Creates delivery strategies for the services and support capabilities needed to achieve customer success. Designs the specific customer offer with colleagues across Global Services to achieve sales, operating, and financial targets.
• Supports the Service Delivery Executive to achieve commercial goals within the account.
• Leads, recruits, develops, and retains a strong team, ensuring a productive work environment where employees can do their best work.
• Collaborates with Global Services 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.
• Collaborates with sales teams to ensure the value proposition of Juniper’s Professional Services, Advanced Services, and Educational Services offerings are positioned to assist the customer in achieving key goals.
• Builds solid relationships with key stakeholders (Business units, functional teams, executives) within Juniper and the customer for successful support of the customer and their respective customers.
• Accountable for managing all Services and Support programs for the customer, service partners, and logistics providers. Acts as the key escalation executive for the customer and account team for all service and support related issues.
• Builds the culture, processes, and tools to drive a remarkable customer experience.
• Creates a culture of innovation and accountability for customer outcomes.
• Manages performance to contracted service levels for on-time delivery, as well as contract requirements.
• Creates and monitors Key Performance Indicators that reflect successful execution of “go to market” plans, strategic initiatives, and day to day operations.
• Provides all required reporting for the account, both internally and to the customer, on both sales and financial metrics including support on sales forecasting.
• Establish a formal reporting ‘performance scorecard’ on Juniper’s performance and host monthly or quarterly meetings with customer and Juniper executives to ensure complete alignment.
• Challenges both the Key Account director and the customer on the continual evolution of service and support strategies and usage, to achieve continual improved financial and operational performance both for Juniper and the customer.
• Participates in all project/program analysis, including ROI, the creation of project scope, resource, cost, schedule estimates, and definition of program/project success and exit criteria.
• Creates and manages project/program schedules and plans with financial implications and accountable for meeting defined success criteria.
• Effectively manages and influences the internal and external key program stakeholders.
• Continual improvement and operational excellence within the team.
• Owns the service delivery relevant topics during RFQ/RFP and contract negotiations.
• Supports the Service Delivery Executive and Key Account Director in Business Planning and Opportunity identification focused on the account.
• May play a role in commercial negotiations with the customer.

Required Skills:

• Proven experience in people management (minimum 3 years).
• Technical Networking understanding (ideally owning IP related certifications).
• Basic Financials knowledge.
• Negotiation skills.
• Prior experience in Project Management of complex IT projects.
• Customer orientation.
• The ability to work under pressure and manage customer escalations.
• Effective management of time and priorities.
• Excellent communication skills.
• Fluency in English is required.

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.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Verranno valutate prioritariamente le candidature di persone appartenenti ad una delle Categorie Protette ex Legge 68/1999.

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...