Director, Professional Services

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.

The Director of Professional Services is responsible for the high-quality and timely delivery of Cisco, related professional services solutions including but not limited to Contact Center deployments, Enterprise networking, data center, storage, and security integrations that are sold by the sales teams. Accountable for the accurate forecasting and staffing of delivery personnel to ensure proper bandwidth exists to deliver quality solutions. In addition, is expected to coach the team in the identification of additional areas of opportunity to enable double digit growth. This position manages a team of delivery personnel including, but not limited to, Unified Communications, Enterprise networking and Voice Solution Engineers and Consultants. Responsible for managing the day to day operations of the team and ensuring departmental objectives and customer needs are met. Responsible to maintain a world-class team focused on technical excellence, quality control, profitability, and high customer satisfaction. In addition to outward facing responsibilities, this role will also require a high level of attention to the team members, to ensure the proper training and work/life balance is maintained.

#LI-JM1

Owns the delivery of Cisco solution deployments and professional services for all projects sold by the C1S sales teams
• Recognizes Opportunity identification
• Establishes and manages departmental metrics of
  • Profitability and growth
  • Specific GM$ and % target
    • Constantly look to improve process efficiencies
    • Constantly look to Improve resource management
  • Quality
    • Owns responsibility for maintaining quality in deployments working with practice leads, resources and Project Management
    • Maintains consistent documentation across teams and departments
  • Customer satisfaction
    • Ensures highest level of customer satisfaction
    • Anticipates issues before they surface and tackle the problem by pulling in practice leads to the discussion
    • Engages in customer escalation calls to resolve issues
    • Works with Project Managers to ensure all projects have defined, accurate, and up to date resource plans and tracks progress against plans
  • Resource utilization
    • Schedules staff to adequately handle customer needs at any point in time as quickly as possible
    • Manages the resources so that the utilization of the resources meet or exceed stated goals
    • Maintains all reports required to meet KPIs
    • Forecasts staffing needs for the next several months at a time
    • Works with Project Management Office to resolve any resource schedule conflicts
  • Employee satisfaction
    • Monitors and communicates team performance statistics and reports
    • Ensures employees are maintaining a proper work/life balance
  • Training
    • Ensures proper training is provided to ensure high quality deployments
    • Maintains an open, cross training environment throughout the delivery teams
• Works with the C1C Sales and Sales Engineering teams to ensure solutions are scoped and estimated correctly to minimize any delivery issues

Required Qualifications

• Excellent demonstrated leadership and management skills with the ability to assign and monitor work
• Excellent knowledge of customer service procedures and practices
• Excellent verbal and written communication skills
• Excellent ability to drive continuous improvement within the department
• Excellent ability to drive consistency within department
• Excellent ability to lead a team toward departmental objectives and vision
• Technical know-how of Cisco UC products on a high level
• Bachelor's degree and/or equivalent experience
• 7-10 years' experience in a professional services environment working with Cisco UC products
• At least 4 years' experience managing IT services delivery teams or projects

Desired/Preferred Qualifications

• CCIE
• Masters in Engineering

C1 BENEFITS

* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
* 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 and Self-paid with non-taxable claim payments)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Wellness via Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* 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

Pay Range

$90,000 - $195,000

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