Service Manager/Customer Success Manager - Telco Customers

Job Description:

HPE Networking - Service Manager / Customer Success Manager (f/m/d) Türkiye

The secure, AI-native network is not just a vision—it is our mission.

Juniper Networks is now part of HPE—creating the industry's first secure, AI-native network, purpose-built with AI and for AI to deliver the best experiences across enterprises, service providers, and cloud operators.

HPE Networking is bringing together unparalleled products and talent, bolstered by a long heritage in both networking and AI.

As a Service Delivery/Customer Success Manager you will be the single point of contact for all service-related matters, managing overall health of a large Telco Service Provider, acting as a key member of the account while acting as a trusted advisor to the customer and advocate inside of HPE Networking.

You will be responsible for developing and maintaining a strong trusted relationship with your assigned customers and delivering a positive overall service experience from the Company.

Working closely with delivery & sales colleagues such as our Technical Assistance Centre, contracts, logistics, sales and engineering teams, you will lead to solve customer issues and proactively identify and mitigate risks.

You will guide your customers to succeed in achieving their business objectives and outcomes by maximizing the value of the company’s offerings and portfolio.

This position reports in HPE Networking as part of the Client Management for Service Providers & Cloud, while collaborating with various internal organizations to deliver a stellar customer experience.

Responsibilities

Working with a team of professionals to own customer engagement and experience with a focus on success, you will work on:

• Serve as lead in coordination & communication between the customer, sales, services & engineering teams. Build and maintain positive & respectful relationships
• Manage the customer experience with recurring meetings to supervise related activities and outcomes
• Construct clear plans of action and drive clear demarcation of ownership and accountability
• Reliably and clearly communicate at all levels, from field engineers through to back-office technical staff and C level executives
• Engage and manage the post-sales relationship with the customers
• Apply developed subject matter knowledge to solve common and complex business issues within established guidelines and recommend appropriate alternatives
• Work on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process
• Responsible for incident ownership, managing all high and critical incidents
• Incident and escalation management, provide remote operational support and remediation
• Logistics support on RMAs
• Manage Installed Base and Entitlement
• Coordinate End-to-End with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments
• Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders
• Extract, handle and analyze information and data related to the main indicators of the support and after-sales process, building reports to be presented to different audiences at operational and executive levels
• Analyze trends for further discussion, define actions to address issues & concerns
• Support business partners and resellers in post-sales activities
• Develop, communicate and update account strategies with the sales account team, customer service team and the customer
• Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery

If you are…

• Good at partnering, innovating, and making things happen? Good start, you are aligned to our core values!

If you have these Skills, Expertise, Attitude and Education…

• Bachelor’s degree in Engineering, Computer Science or equivalent
• At least 5 years of relevant work experience in Services Delivery / Services Management
• Service mindset and proactive attitude
• Ideally experience in leading large technical account activity for a Service Provider customer
• Have a proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and the company business requirements
• Experience in service delivery and business models
• Have knowledge / skills in handling complex problems and coordinating work which may extend beyond own area of expertise
• Demonstrated ownership and management of service and support escalations and remediation planning
• Proven communication and presentation skills (written and oral) and capable of communicating with multiple levels within customer environment
• Excellent customer management and relationship capabilities
• Proven track of escalation management
• Background in IP-based networks or Software technologies (Core & Edge routing, Switching, Data Center, Campus Switching/Networking, Internet Security, Network management)
• Proficient with Microsoft Office
• Strong data analysis capabilities
• Executive engagement and communications
• Hold self-accountable for complying with policies, procedures and work requirements
• Customer service and support
• Experience applying Customer Success concepts and methodologies is a plus
• Ability to speak and write in English and Turkish fluently
• SAP and/or Salesforce CRM and Business Objects or Tableau experience of advantage
• ITIL Certification would be a plus
• Juniper Certification would be a plus

Join us an make your mark!

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 also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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Hewlett Packard Enterprise 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 for employment qualified applicants with criminal histories.

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