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.
OverviewThe Program Executive will be the primary liaison between assigned customers and the Customer Success Center (CSC). Responsible for overall senior (C Level) customer relationships, strategic alignment, opportunity identification, scope expansion and P&L management for each customer. Owns all escalations for critical issues and until resolved, provides reporting, analytics and consulting, develops and manages communication strategy, facilitates Root Cause Analysis and ongoing improvement activities related to major incidents. Provides leadership to the internal account service teams on customer-related issues and activities. Participates and drives monthly and quarterly business with customers, assists in account planning and lead generation with the sales and managed services team members. Coordinates and communicates contract onboarding activities with the account service teams and CSC leadership team.
Measures of success:Key Attributes:
o Customer Satisfaction
o Deep knowledge of contract admin. details and SOW
o SLA mgmt.
o Ability to advocate for the customer within ConvergeOne
o Gross Profit
o Senior executive level (CEO, CIO) client relationship skills
o Revenue maximization
o Ability to grow the top line & profitability of the account
ResponsibilitiesThe Program Executive will have the following responsibilities:
Ensures customer satisfaction and retentionManages and ensures attainment of all contractual objectives and service levels (SLAs)Manages account-based P&L and annual revenue growth plansDevelops renewals, customer retention/account growth programsOversees all escalations for critical issues through creation and resolutionMonitors performance reporting and analytics, to ensure our focus on continuous improvementManages relationships with the client and sales teamsPrepares customer communication strategyManages all contracts and engagementCoordinates and oversees contract onboarding, as well as transformational (growth) projects/ initiatives Qualifications Bachelor’s degree (BA or BS); candidates may have a high school diploma with minimum 10 years of direct report management and/or customer relationship management experience for mid-size organization10+ years of experience in Maintenance and/or Managed Services senior-level customer relationship management (line, management & executive)Exceptional, definable leadership experience with proven resultsAbility to work across organizational boundaries to solve complex business issuesStrong technical aptitude & the ability and willingness learn new technology solutionsDemonstrated ability to lead complex (matrix) project teams to deliver resultsSuperior negotiation, coordination, and conflict resolution skillsStrong analytical, interpersonal and relationship building skillsStrong work ethic and personal drive to excelExceptional organizational skills and attention to detailKnowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworksAbility to analyze complex information system dataAbility to adapt to change quickly and multi-taskMust possess excellent oral and written communication skills in EnglishProficient in MS Office applications (Word, Excel, and PowerPoint)Desired/Preferred Qualifications
10+ years of experience in large account service management with a focus on: Data Center Operations, Telecommunications, Unified Communications, Contact Center or other technology-related Managed Services5+ years of direct report managementAdvanced proficiency with Excel & data analytic tools 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
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>
Pay Range
$130,000 - $150,000
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.
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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