Welcome page Returning Candidate? Log back in! Technical Success Manager Job Locations US-Virtual Office Position Type Regular Full-Time Requisition ID 2025-6626 Category Information Technology 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

The Technical Success Manager (TSM) is a customer-facing leader responsible for ensuring customers achieve their business and technology objectives. The TSM drives solution adoption, optimizes performance, and identifies opportunities for technology evolution, including cloud transformation and AI-driven enhancements. This role provides technical governance, proactive solution planning, and escalation support while collaborating with internal teams to enhance service delivery and align technology solutions with business goals.

Responsibilities

Essential Functions

Serve as a trusted advisor, aligning customer needs with enterprise communication and contact center solutionsAssesses business challenges and technology gaps proactively, recommending optimized architectures for efficiency and cost savingsAssists in development and execution of customer success strategies, ensuring solution adoption, performance optimization, and continuous improvementGuides customers in modernizing their infrastructure, supporting migrations to hybrid and cloud-based solutionsProvides technical oversight and mentorship to engineering teams, ensuring efficient incident resolution and system reliabilityLeads strategic planning sessions to explore enhancements, integrations, and modernization opportunitiesIdentifies and addresses scalability, reliability, and security challenges, ensuring long-term system resilienceRecommends and guides customers in creating and adopting technology in acknowledging and building lifecycle goals and objectivesActs as the final escalation point for critical technical issues, ensuring timely resolution of mission-critical incidentsGuides the implementation of best practices in monitoring, automation, and predictive analytics to minimize disruptionsOversees technical governance, ensuring all deployments and upgrades adhere to security policies, compliance standards, and industry best practicesLeads post-incident reviews and root cause analysis (RCA) to improve resilience and prevent recurring issuesMaintains comprehensive technical documentation, including architecture diagrams, integrations, and service historiesDevelops a knowledge repository to empower customers and support teams with self-service capabilitiesProvides customer training to maximize the value of their technology investmentsGenerates and presents executive-level reports with insights on system health, optimization opportunities, and future roadmapsActs as a technical bridge between customers, engineering teams, and solution architectsPartners with sales and account teams to identify opportunities for technology expansion and enhanced solution adoptionAdvocates for customer needs within the organization, influencing product development and service enhancementsGuides customers on adopting full-stack solutions, collaboration tools, and cloud-based services Qualifications

Required Qualifications

Strong expertise in enterprise communication and contact center solutions across multiple vendors, including Avaya, Genesys, Cisco, and other industry-leading platformsExperience designing, implementing, and optimizing multi-vendor VoIP, Unified Communications (UC), and Contact Center (CCaaS/CXaaS) solutionsDeep understanding of SIP, VoIP protocols (H.323, MGCP), QoS, and network infrastructure supporting enterprise telephonyExperience with cloud migration, AI-driven automation, and omnichannel contact center solutionsFamiliarity with hybrid and cloud-based collaboration platforms (Webex, Genesys Cloud, Amazon Connect) is a plusProven experience leading customer success initiatives and driving technology adoptionAbility to translate technical solutions into business value, ensuring alignment with customer objectivesExperience in change management and solution lifecycle planningStrong relationship-building and stakeholder management skillsAbility to communicate complex technical concepts to both business and technical audiencesProactive, solutions-oriented mindset with a passion for customer success

 

Desired/Preferred Qualifications

ITIL v4 CertificationAWS, Azure, or Cloud CertificationsCisco Certified Network Professional (CCNP) – Collaboration or EnterpriseCisco Certified Internetwork Expert (CCIE) – CollaborationAvaya Certified Support Specialist (ACSS)Avaya Certified Solutions Architect (ACSA)Genesys Cloud Certified Partner (CCP)Genesys Professional Certification (GCX-GCP)Genesys Architect Certification (GCX-ARC)Genesys WFM Certification (GCX-WFM)Genesys Outbound Certification (GCX-OD)

Required Competencies and Key Behaviors

Competency

Key Behaviors

Building Relationships

· Establishes and maintains support from key stakeholders in the business unit to identify, then achieve, objectives, values and outcomes

· Builds formal and informal professional networks, and extends these networks within and beyond business boundaries

Business Acumen and Knowledge of the Organization

· Solicits information on the organization’s direction, goals and strategy to determine how business initiatives can best add value to the organization

· Promotes decisions and recommendations on behalf of the business that are clearly linked to the organization’s strategy and financial goals,

· Resolves cross-business issues in a context-driven manner

Influencing Others

· Communicates business goals, objectives and priorities in a persuasive manner that builds support, agreement or commitment

· Takes actions that directly or indirectly influence others to create support, gain trust and motivate actions in others or win concessions persuasively

Strategic Planning and Thinking

· Develops business plans that meet the architecture/technology needs of the organization

· Considers:

· The organization’s priorities, strategies, and goals

· Emerging technologies

·Industry trends

·Economic viability

Results Orientation

· Engages business management in resolving trade-offs of time, cost, quality, risk and schedule constraints

· Ensures that goals are achieved

· Supports the swift resolution of issues and problems among teams

· Takes calculated risks to achieve results

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 comprehensive member advocacy; and Kaiser)
* 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 and Self-paid with non-taxable claim payments)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Wellness via Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Volunteer Time Off

* 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.

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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