Service Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Juniper Networks A tiempo completo

Service Manager / Service Delivery Manager - Latam

Primary location:
Bogotá, Colombia

Other possible locations (to be considered): Buenos Aires, Argentina; São Paulo, Brazil


As a Service Manager / Service Delivery Manager you will be the single point of contact for all service-related matters, managing overall health of assigned customer accounts in LATAM region, acting as a key member of the account while acting as a trusted advisor to the customer.


This position reports to ab Account's Service Manager, while collaborating with various internal organizations to deliver a stellar customer experience by ensuring customers attain outcomes with sold products/services.


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

  • Customer onboarding
  • Manage the customer experience with recurring meetings to supervise related activities and outcomes
  • Incident and escalation management, provides remote operational support and remediation
  • Responsible for incident ownership, managing all high and critical incidents
  • Logistics support on RMAs
  • Installed base management and entitlement, escalation/remediation
  • E2E coordination 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 aftersales process, building reports to be presented to different audiences at operational and executive level
  • Analyze trends for further discussion, define actions to address issues & concerns.
  • Support business partners and resellers on postsales activities
  • Develop, communicate and update account strategies with the sales account team, customer service team & the customer.
  • Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.

Requirements:

  • Bachelor's degree in Engineering, Computer Science or equivalent
years of relevant work experience in Service Delivery / Services Management / Services Account management

  • Service mindset and proactive attitude
  • Ideally leading large technical account activity for a Service Provider or large Enterprise customer.
  • Has 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 a service delivery and business model with active partner participation in the endtoend chain.
  • Applies knowledge/skills through handling complex problems and/or coordinating work which may extend beyond own area of expertise.
  • Demonstrated ownership and management of service and support escalations and remediation planning
  • Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment
  • Excellent customer management and relationship capabilities

Skills and Abilities required

  • Ability to speak and write in English and Spanish fluently (Portuguese is a plus)
  • Some background in IPbased networks or Software technologies (Core & edge routing, Switching, Internet Security, Network management)
  • Proficient with Microsoft Office
  • Strong data analysis capabilities
  • Executive engagement and communications
  • Experience leading a crossfunctional team
  • Holds selfaccountable for complying with policies, procedures and work requirements.
  • Customer service and support
  • Strong communication and presentation skills

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