Customer Success Manager-Lifecycle

C1 Company Overview:

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it - from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice - your #1 choice - is C1.

Overview:

Summary

ConvergeOne is seeking an energetic and experienced Customer Success Manager (CSM) to join the highly-strategic Lifecycle Services team focused on delivering best-in-class adoption services to help clients’ adopt their Cisco software solutions. The CSM owns delivery of ConvergeOne’s Adoption Services intended to increase product awareness, mitigate adoption barriers, and drive overall product consumption of Cisco software solutions. Additionally, the CSM is responsible for identifying expansion opportunities. As the clients’ trusted advisor, the CSM plays a key role in working with clients’ key stakeholders and developing an adoption success plan designed to accelerate their time to value realization.

Responsibilities:

Essential Functions

Owns the complete adoption lifecycle

Collaborates with Client sponsor to identify key stakeholders, super users, and change champions

Develops and maintains cross-functional relationships with Cisco and other internal crucial stakeholders

Conducts a series of adoption workshops to understand and document Client’s desired business outcomes, use cases, personas, and priorities

Executes and delivers insights on customer success metrics so you are constantly demonstrating value

Works with lines of business and key stakeholders to understand adoption barriers and impacted business processes while creating a mitigation and communication plan to achieve successful outcomes

Works cross-functionally with supporting teams such as Managed Services, PMO, and Service Delivery to drive continuous improvement and an excellent customer experience

Delivers Quarterly Success Reviews

Understand customer's objectives and how they translate to outcomes

Coordinates a Client communication plan and works with Change Champion(s) on delivery

Maintains ownership of all components of the Adoption Success Plan

Strives to continually drive faster “time to value” and improve overall experience for our customers

Additional Specific Duties and Responsibilities

Participates actively in all team meetings, trainings, and workshops

Works with National Account Managers on cross-sell and up-sell opportunities

Provides Customer reports (monthly/quarterly) per the standard set forth by contract requirement

Qualifications:

Required Qualifications

5+ years in a consultative customer-facing role

Strategic thinker, account management, and strong commitment to customer success

Proven team player and willingness to work closely with cross-functional partners

Comfortable working in a fast paced, dynamic environment to meet evolving business requirements – a self-starter

Highly knowledgeable of technology industry trends and strategies

Ability to communicate (orally and written) clearly and effectively

Superior coordination and conflict resolution skills

Strong analytical, interpersonal and relationship building skills

Strong sense of urgency and commitment to get the job done

Strong work ethic and personal drive to excel

Exceptional organizational skills and attention to detail

Ability to use (and learn new) complex systems, technologies, and applications

Desired/Preferred Qualifications

Education or equivalent experience: 4-year higher education degree

Minimum 5 years of experience in the technology industry

Familiarity with Cisco software solutions

Additional Information:

C1 BENEFITS

401(k) Plan (35% employer match per dollar up to 10% employee contribution)

Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)

RX Home Delivery

HSA with Employer Contribution

In-vitro Fertility (treatment coverage)

Dental

Vision (2 plans: 12-month and 24-month frames allowance)

FSA Plans (Healthcare, Dependent Care and Limited Purpose)

Pre-tax Commuter Plans

Employer-paid Life Insurance

Employer-paid Short + Term Disability

Long Term Disability (2 plans: Employer-paid or optional Self-paid)

Paid Parental Leave (4 weeks at 100%)

Employee Assistance Plan

Voluntary Life Insurance for team member, spouse and child

Voluntary Accidental Death for team member and spouse

Legal/ID Theft Plans

TeleHealth

Wellness via Omada Health (healthy living solution)

Travel Assistance

Business Travel Accident Coverage

Medical for foreign travel coverage

Employer-paid Pet Telehealth

Accident Insurance

Critical Illness Insurance

Hospital Indemnity Insurance

Volunteer Time Off

10 Holidays

Summer Sizzle

On Demand Pay (Daily Pay)

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment

Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes

This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

Pay Range

$105,000 - $140,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.

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