[Hiring] Customer Success Manager @C1

Role Description

ConvergeOne is seeking an energetic and experienced Customer Success Manager (CSM) to join the highly-strategic Lifecycle Services team focused on delivering best-in-class adoption services to help clients adopt their Cisco software solutions. The CSM owns delivery of ConvergeOne’s Adoption Services intended to increase product awareness, mitigate adoption barriers, and drive overall product consumption of Cisco software solutions. Additionally, the CSM is responsible for identifying expansion opportunities. As the clients’ trusted advisor, the CSM plays a key role in working with clients’ key stakeholders and developing an adoption success plan designed to accelerate their time to value realization.

Responsibilities

• Owns the complete adoption lifecycle
• Collaborates with Client sponsor to identify key stakeholders, super users, and change champions
• Develops and maintains cross-functional relationships with Cisco and other internal crucial stakeholders
• Conducts a series of adoption workshops to understand and document Client’s desired business outcomes, use cases, personas, and priorities
• Executes and delivers insights on customer success metrics to demonstrate value
• Works with lines of business and key stakeholders to understand adoption barriers and impacted business processes while creating a mitigation and communication plan to achieve successful outcomes
• Works cross-functionally with supporting teams such as Managed Services, PMO, and Service Delivery to drive continuous improvement and an excellent customer experience
• Delivers Quarterly Success Reviews
• Understands customer's objectives and how they translate to outcomes
• Coordinates a Client communication plan and works with Change Champion(s) on delivery
• Maintains ownership of all components of the Adoption Success Plan
• Strives to continually drive faster “time to value” and improve overall experience for customers
• Participates actively in all team meetings, trainings, and workshops
• Works with National Account Managers on cross-sell and up-sell opportunities
• Provides Customer reports (monthly/quarterly) per the standard set forth by contract requirement

Qualifications

• 5+ years in a consultative customer-facing role
• Strategic thinker, account management, and strong commitment to customer success
• Proven team player and willingness to work closely with cross-functional partners
• Comfortable working in a fast-paced, dynamic environment to meet evolving business requirements – a self-starter
• Highly knowledgeable of technology industry trends and strategies
• Ability to communicate (orally and written) clearly and effectively
• Superior 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
• Ability to use (and learn new) complex systems, technologies, and applications

Requirements

• Education or equivalent experience: 4-year higher education degree
• Minimum 5 years of experience in the technology industry
• Familiarity with Cisco software solutions

Benefits

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
• Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
• RX Home Delivery
• 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 or optional Self-paid)
• Paid Parental Leave (4 weeks at 100%)
• Employee Assistance Plan
• Voluntary Life Insurance for team member, spouse, and child
• Voluntary Accidental Death for team member and spouse
• Legal/ID Theft Plans
• TeleHealth
• Wellness via Omada Health (healthy living solution)
• Travel Assistance
• Business Travel Accident Coverage
• Medical for foreign travel coverage
• Employer-paid Pet Telehealth
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Volunteer Time Off
• 10 Holidays
• Summer Sizzle
• On Demand Pay (Daily Pay)