Customer Success Manager Jobs

C1 Company Overview
ConvergeOne: 1 Contact, 1 Connection, 1 Choice
ConvergeOne 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 ConvergeOne.
Charged By Greatness video: https://youtu.be/oX-OVtcfDqU
Summary
Overview
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 client’s business and act as an extended member of the Client’s team to maximize the Client’s 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
Responsibilities
Essential Functions

• Assists in determining the level of services needed by the Client to support their business
• Builds and maintains the corporate customer service relationship, may personally call on key client locations as needed
• Works with Project Managers to oversee fulfillment of incremental service requests
• Escalates, manages, and drives resolution for all assigned client’s incidents, problems, and projects
• 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
• Leads critical /strategic service initiatives by investigating and understanding the internal business processes of customer
• Evaluates and validates problems; assists in driving incident and problem resolution
• Acts as a single point of contact between the Client and ConvergeOne. Coordinates periodic customer operation and business reviews at the defined intervals
• Assures that services are being delivered in accordance with established Service Level Agreements (SLA’s)
• Recognizes business opportunities and works with the National Account Manager (Sales) to develop them

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

• Have a good understanding of AWS or Microsoft Azure partners offers and programs.
• Experience working in large corporate environments
• 5+ years of experience in customer relationship management
• Demonstrated ability to lead complex project teams to deliver results
• Ability to communicate (orally and written) clearly and effectively
• Ability to use (and learn new) complex systems, technologies, and applications
• Visionary and strategic - able to lead a service relationship
• 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
• Strong history of driving results in major Account Service Management
• Exceptional organizational skills and attention to detail
• Ability to adapt to change quickly and multi-task
• Knowledge and exposure to Six Sigma, ITIL, Lean, or other best practice frameworks
• Superior negotiation, coordination, and conflict resolution skills
• Highly knowledgeable of technology industry trends and strategies

Desired/Preferred Qualifications

• 3+ years practical experience and holder of certification such as Six Sigma Green Belt, or ITIL Foundations
• Familiarity with Cisco Avaya UC, CC, or video solutions
• PMI or another project management certification
• 5+ years of experience in large account service management

ConvergeOne BENEFITS
Additional Information

• Employer-paid Life Insurance
• Critical Illness Insurance
• TeleHealth Options (Doctor on Demand)
• Hospital Indemnity Insurance
• Legal/ID Theft Plans
• Vision
• Pre-tax Commuter Plans
• Business Travel Accident Coverage
• Health Advocate
• Omada Health (healthy living solution)
• HSA + Employer Contribution
• Employee Assistance Plan
• In-vitro Fertility (treatment coverage)
• 401(k) Plan (35% match per dollar up to 10%)
• Volunteer Time Off
• Voluntary Life Insurance
• Dental
• Travel Assistance
• Paid Parental Leave (4 weeks at 100%)
• SmartShopper (cash reward for searching for low cost treatments)
• Employer-paid Short + Long Term Disability
• ShareCare (fitness incentive of $20 - $40/month)
• Accident Insurance
• Health Coverage (BCBS of MN with National Network + Kaiser CA)
• FSA Plans
• Pet Insurance

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 ConvergeOne.
EEO Statement
ConvergeOne 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
Pay Range
$83,000 - $125,000
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
Summary
Overview (Text Only)
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 client’s business and act as an extended member of the Client’s team to maximize the Client’s 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