Service Manager/Customer Success Manager - Telco Customers

Service Manager/Customer Success Manager - Telco Customers
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the 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 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
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!
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 uncond