Director, Customer Service Strategy (M-U07065--DCSS--SS)

Director, Customer ServiceSunnyvale, CA HQResponsibilities: Director of Service Strategy. This role is responsible for establishing a CS strategy and providing input into GTM strategies, and validation of Juniper services in the marketplace by way of profitability, margins, staffing, segmentation analysis, etc.

We are looking for a change agent that is a thought leader and experienced with CS business practices in our technology space.

Areas of focus include new program development, mergers & acquisition, customer service strategy, distribution channel development, international growth, etc.

The vision to look into new markets and revenue opportunities along with the ability to adapt and optimize current processes and methodologies to the needs of the marketplace. Good understanding of business unit deliverables of global support and service for products, including call center, technical support, field repair services, parts and service contracts, licensing, operations across the Americas, EMEA and Asia Pacific.

Best practices of commercial customer partner and channel interaction, P&L input, and staff leadership.

Key leader with views on service program strategy and service business performance, service line profitability, gross margin contribution, service metrics, global service management, territory relationships, and business alliances with service partners

Requirements: Expertise in Customer Service & Support, Call Center Operations, Customer Allegiance, Technical Support, Customer Relations Management, Negotiations, Presentations, Streamlining Operations, Strategic Planning, Process Improvement, Customer Training, Communication, Proposals, Policy Development, Vendor Relations, Customer Education, Service Delivery, M&A integration, and Staff Management

Technical Requirements: - 12+ years related experience in internetworking technologies and applications. - Sufficient knowledge of network applications, security and service provider / large enterprise experience for solutions and services - Services business experience - P&L, margins, revenue, Etc.

Education / Skills: BSEE /CS or equivalent. MS and/or MBA preferred. Strong interpersonal skills. Excellent written, verbal communication and presentation skills.