Director, Customer Success

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 Customer Success will be responsible for the overall customer satisfaction, analytics, and continuous improvement for the MSSC Operations team. This role will have primary responsibility for the successful implementation and maintaining of ConvergeOne's customer satisfaction surveying, analysis, follow up and action plans resulting from surveys and other customer interactions. The role will be a principal interface on behalf of executive management, in addressing and following up on high-level escalations. Additionally, this critical interface to our most valued clients will support the Account Teams with support issues related to Services Delivery Manager's (SDM's) customers (i.e. Contract expectations, renewals, and incident manager role and functions, etc.) The role will also serve as an extension of executive management to represent and support the SDM's and Account Teams in renewals overall, general strategy and delivery development for new and existing customers. Lastly, as a senior member of the MSSC leadership team, the role will provide valued input to future strategy and direction, as a customer advocate.

Manages the Services Delivery Management (SDM) Program, Escalations / Major Incident Management, and Analytics / Communications Departments
• Raises awareness and provides support for maintenance contract renewals
• Provides Solution Design Support
• Owns Complex Escalation and Problem Management Strategy
• Executes Customer Satisfaction Surveys (Analysis and Actions)
• Runs the Customer Loyalty Program
• Oversees the Development and Management of "High Touch" Program
• Provides Customer Portal User Experience (Usability & Customer Presentation)
• Drives Continuous Improvement Initiatives
• Interfaces with Offer and Portfolio Management to provide customer feedback

Required Qualifications

• Bachelor's degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with minimum 3 years of direct report management and customer relationship management experience for mid-size organization. In addition, experience in the AVAYA and Nortel product line in a telecommunication environment or telecommunication organization
• Exceptional, definable leadership experience with proven results.
• Demonstrated ability to lead complex project teams to deliver results
• Superior negotiation, coordination, and conflict resolution skills
• Strong analytical, interpersonal and relationship building skills
• Strong work ethic and personal drive to excel
• Exceptional organizational skills and attention to detail
• Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
• Ability to analyze complex information system data
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly and multi-task
• Must possess excellent oral and written communication skills in English
• Proficient in MS Office applications (Word, Excel, and PowerPoint)

Desired/Preferred Qualifications

• 10 Years or more of customer facing Managed Services expertise with a focus on: Telecommunications, Unified Communications, Contact Center or other technology related Managed Services
• Certifications preferred in Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
• Advanced proficiency with Excel & Data Analytic Tools

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 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

$125,000 - $175,000

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