79 applicants
C1 · 2 days ago
Customer Success Manager
Los Angeles, CA
Full-time
Onsite
Senior Level
5+ years exp
Wonder how qualified you are to the job?
Maximize your interview chancesCall CenterInformation Technology
Insider Connection @C1
Responsibilities
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 (SLA’s)
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 the customer
Recognizes business opportunities and works with the National Account Manager (Sales) to develop them
Escalates, manages, and drives resolution for all assigned client’s incidents, problems, and projects
Works with Project Managers to oversee the 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
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
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
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
Preferred
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
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
Company
C1
C1 is transforming the industry by creating connected experiences that make a lasting impact on customers, our teams and our communities.
1,001-5,000 employees
Funding
Current Stage
Early StageTotal Funding
$58MKey Investors
Split Rock Partners
2014-09-30Acquired· by ConvergeOne
2009-08-14Series Unknown· $1M
2005-07-11Series A· $12M
Leadership Team
J
Jeffrey Russell
Chief Executive Officer
John Lyons
President + Chief Executive Officer, Enterprise
Company data provided by crunchbase
