Customer Success Mgr-lifecycle

4 weeks ago

Denville, United States ConvergeOne Full time

C1 Company Overview:
**C1: 1 Contact, 1 Connection, 1 Choice**

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**

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**:
**Essential Functions**
- 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 so you are constantly demonstrating 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
- Understand 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 our customers

**Additional Specific Duties and Responsibilities**
- 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:
**Required 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

**Desired/Preferred Qualifications**
- Education or equivalent experience: 4-year higher education degree
- Minimum 5 years of experience in the technology industry
- Familiarity with Cisco software 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 desc

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