TITLE: Customer Care Global License Project Manager LOCATION: Sunnyvale, CA Position Summary: Drive global consistency for customer facing challenges related to licensing and subscriptions in a fast paced Customer Care department.

Individual will assume the critical task of building the license management desk within the global Customer Care organization for a networking/security company.

This key individual will interface with partners, end-users internal cross-functional organizations and the internal management team - prompt communications is a key priority.

Build and implement processes and procedures that scale and support the highest levels of customer satisfaction Responsibilities: Build a global licensing desk ensuring that the license processes deliver the benefits customers expect Consistently support the licensing requirements of Juniper Networks customers on a worldwide basis by providing a global solution oriented approach Monitor Customer Care cases to observe customer demeanor, technical accuracy of responses and conformity to company policy and procedures of licensing activity Work with Customer Care team lead to provide ongoing coaching (both formal and informal) of escalations representatives to develop and improve individual and team performance related to license key issues Build and maintain a cross-functional relationship with the CS-Tools licensing program manager to prioritize global Customer Care IT related requirements Develop and communicate license training programs for internal departments Understanding and familiarity of Returned Materials Authorization (RMA) process Participate in customer conference calls, meetings and Quarterly Business Reviews (as needed) Analysis of licensing call drivers to reduce incoming volume by correction of customer behavior, tools enhancement, reseller training Work with the Customer Care Team Lead or Manager and Director of WW Licensing on special projects Work with Services Marketing on the development of customer facing license materials related to tools usability to overcome difficulty and user error.

End result to be driving down cost and customer contact rate Concise, complete understanding of NPI process and experience with interfacing with PM teams.

Maintains accurate knowledge of new product version licensing requirements and rolling out global licensing process requirements Other duties and responsibilities as assigned by members of management Note: - this position may require working non-standard hours to support 24x7 on call escalation needs Qualification Requirements: Previous experience in a leadership role required, superior leadership skills.

Must be extremely organized; must have the ability to be an effective leader in a fast paced environment and must be a strong communicator and quality focused.

The candidate must also possess the ability to create internal reporting and tracking tools with spreadsheets; excellent problem solving and analytical skills; proven customer relations skills; demonstrated ability to work effectively with all levels of the organization High level understanding of networking technology Knowledge of the drivers of a Technical Assistance Center Minimum 5-8 years directly related leadership experience in a customer service environment Ability to work with minimum supervision Ability to work with management to resolve issues to help meet set objectives Strong computer literacy and application skills, including 5 years Oracle and Clarify experience, MS Office (Excel, Word and Outlook) Ability to maintain high ethical standards in relation to the use and access of confidential customer and company information.

Demonstrated ability to function successfully in a high-pressure multi-tasking environment.

Success Factors: Adaptability Oral Communication Planning/Organizing Customer Service Written & Verbal Communication Education: Bachelors degree in Business 5+ years industry experience

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