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.
OverviewSummary
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.
ResponsibilitiesEssential Functions
Owns the complete adoption lifecycleCollaborates with Client sponsor to identify key stakeholders, super users, and change championsDevelops and maintains cross-functional relationships with Cisco and other internal crucial stakeholdersConducts a series of adoption workshops to understand and document Client’s desired business outcomes, use cases, personas, and prioritiesExecutes and delivers insights on customer success metrics so you are constantly demonstrating valueWorks 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 outcomesWorks cross-functionally with supporting teams such as Managed Services, PMO, and Service Delivery to drive continuous improvement and an excellent customer experienceDelivers Quarterly Success ReviewsUnderstand customer's objectives and how they translate to outcomesCoordinates a Client communication plan and works with Change Champion(s) on deliveryMaintains ownership of all components of the Adoption Success PlanStrives 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 workshopsWorks with National Account Managers on cross-sell and up-sell opportunitiesProvides Customer reports (monthly/quarterly) per the standard set forth by contract requirement QualificationsRequired Qualifications
5+ years in a consultative customer-facing roleStrategic thinker, account management, and strong commitment to customer successProven team player and willingness to work closely with cross-functional partnersComfortable working in a fast paced, dynamic environment to meet evolving business requirements – a self-starterHighly knowledgeable of technology industry trends and strategiesAbility to communicate (orally and written) clearly and effectivelySuperior coordination and conflict resolution skillsStrong analytical, interpersonal and relationship building skillsStrong sense of urgency and commitment to get the job doneStrong work ethic and personal drive to excel Exceptional organizational skills and attention to detailAbility to use (and learn new) complex systems, technologies, and applications
Desired/Preferred Qualifications
Education or equivalent experience: 4-year higher education degreeMinimum 5 years of experience in the technology industryFamiliarity with Cisco software solutions Additional InformationC1 BENEFITS
* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off
#LI- Remote
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.
EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm<http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm>
Notice of E-Verify Participation
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>
Right to Work
https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf<https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf>
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