Customer Success Manager (West Coast)

Los Angeles, CA, United States

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 Customer Success Manager (CSM) has the responsibility to proactively maintain and improve service quality through a constant cycle of interaction, monitoring and reporting on service achievements and initiating actions to continuously improve services and productivity. The CSM will understand the clients business and act as an extended member of the Clients team to maximize the Clients investment in the services purchased from ConvergeOne. The CSM will work with the Client and ConvergeOne to maximize the uptime and efficiency of their telecommunications infrastructure by planning and advocating change, driving communications, and managing escalations when problems occur. Performs duties as a CSM in support of defined portfolio of customer accounts as required.

#LI-JM1

Responsibilities:

Essential Functions

Acts as a single point of contact between the Client and ConvergeOne. Coordinates periodic customer operation and business reviews at the defined intervals

Builds and maintains the corporate customer service relationship, may personally call on key client locations as needed

Assures that services are being delivered in accordance with established Service Level Agreements (SLAs)

Assists in determining the level of services needed by the Client to support their business

Evaluates and validates problems; assists in driving incident and problem resolution

Leads critical /strategic service initiatives by investigating and understanding the internal business processes of customer

Recognizes business opportunities and works with the National Account Manager (Sales) to develop them

Escalates, manages, and drives resolution for all assigned clients incidents, problems, and projects

Works with Project Managers to oversee fulfillment of incremental service requests

Works with NAMs, Solutions Designers, Professional Services Delivery, Project Managers and Transition Managers to ensure a single point of escalation to the customer for Delivery

Additional Specific Duties and Responsibilities

Provides Customer reports (monthly/quarterly) per the standard set forth by contract requirement, coordinate completion of internal governance reporting per the standard set by the Senior Director of Customer Success

Qualifications:

Required Qualifications

5+ years of experience in customer relationship management

Strong history of driving results in major Account Service Management

Experience working in large corporate environments

Visionary and strategic - able to lead a service relationship

Demonstrated ability to lead complex project teams to deliver results

Highly knowledgeable of technology industry trends and strategies

Ability to communicate (orally and written) clearly and effectively

Superior negotiation, 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

Knowledge and exposure to Six Sigma, ITIL, Lean, or other best practice frameworks

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

Ability to adapt to change quickly and multi-task

Desired/Preferred Qualifications

5+ years of experience in large account service management

3+ years practical experience and holder of certification such as Six Sigma Green Belt, or ITIL Foundations

PMI or another project management certification

familiarity with Cisco Avaya UC, CC, or video solutions

Additional Information:

C1 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

Notice of E-Verify Participation

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