Sr. Customer Success Lead

Sr. Customer Success Lead

The Sr. Customer Success Lead is a dynamic and flexible organization, dedicated to delivering better-than-expected support experience & responsiveness to our customers.

If you are an experienced network engineer, have in-depth knowledge on networking protocols and love to solve, don't hesitate and apply today!

What You'll Be Doing

Part of the Global Customer Success organization of HPE, the candidate will be required to deliver a high level of technical support on specific HPE Networking product(s) to customers, directly or via partners. The understanding of the Knowledge Management processes and the use of the existing Knowledge Sharing applications to contribute to the collation, dissemination, and enhancement of the collective knowledge and best practices is a key requirement for this role.

Account Management

• Post-Sales Customer Advocacy deliverables
• Single point of contact / owner for assigned customer post-sales issues
• Weekly status calls with customer including account team going over open Incidents, projects, trends
• Periodic calls with account team to share towards understanding account strategy / increase mindshare for $$
• Quarterly Technical Review -- deployment, Value adds, trends, metrics
• Lab setup to replicate issues, test out prior to customer deployments - configs / s/w, create MOP's
• Gap analysis with understanding of current architecture / topology
• Capture and present Customer Uses cases / value adds
• Give back as TOI's, knowledge base articles
• Be able to speak to assigned account configuration
• Hold knowledge transfer sessions specific to their deployment -- with customer

Case Management

• Become the key technical support contact and handle high priority incidents opened by customers, on specific HPE Routing products (Session Smart Router)
• Acquire in-depth knowledge of the HPE infrastructure and technologies that are present in our customer's network profile; including their network topology, features, configurations, and service history, which results in faster resolution
• Take ownership of high priority or critical customer issues, isolate HPE product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
• Replicate customer environments and issues in the lab and collaborate with HPE Engineering teams in providing bug fixes on software issues reported by a customer
• Collaborate and communicate for high profile technical critical issues, involvement in conference calls.
• Develop and maintain skills in their core products and technologies and highlight any need for training as the customers' networks evolve
• Work closely with other CS teams to ensure knowledge share of the customer's networks, issues, and solutions. Keep Customer Success management informed of all sensitive issues.
• Work with various technical teams within HPE regarding new products and feature improvements for reliability, availability, and serviceability

Knowledge Base Management

• Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use
• Sound documentation of technical support issues using the available tools is an essential element of the role

Continual Improvements

• Suggest ways to improve the team performance and increase customers' happiness.
• Work with various technical teams within HPE regarding new products and feature improvements for reliability, availability, and serviceability
• Develop a "Can-Do" demeanor and suggest ways to improve the team performance and increase customer's satisfaction

What We're Looking For

• Bachelor's degree in engineering, computer science or related field, or equivalent experience
• At least 8+ years of experience in supporting large, complex IP-based networks.

Demonstrable Experience In Most Of The Following:

• IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
• Routing technologies: SVR, STEP, OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM)
• Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric
• DevOps experience: Containers, Cloud, Virtualization, CI/CD stack, API's, orchestration
• Experience with traffic generators and network protocols analysis tools
• Strong problem-solving and troubleshooting skills
• Strong customer management and customer service skills
• Communication and presentation skills

Preferred Qualifications:

• Candidates with JNCIE/CCIE lab certifications or extensive Juniper product experience such as MX, PTX, QFX, EX, SRX will be given distinct preference
• Working experience with Operating System architectures (Linux, FreeBSD), Scripting languages (TCL, Perl, API, Ansible, Puppet, C, C++), Virtualization, CI/CD stack, Service daemons (DHCP, DNS, TACACS, Radius)

Additional Skills:

Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Objectives, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Loyalty, Data Analysis Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning {+ 10 more}

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 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.