Customer Success ManagerJob LocationsUS-OHPosition TypeRegular Full-TimeRequisition ID2024-5700CategoryInformation TechnologyC1 Company OverviewC1: 1 Contact, 1 Connection, 1 ChoiceC1 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.OverviewSummaryThe Customer Success Manager (CSM) has the responsibility to proactively maintain and improve service quality through a constant cycle of interaction, monitoring and reporting on service achievements and initiating actions to continuously improve services and productivity. The CSM will understand the client's business and act as an extended member of the Client's team to maximize the Client's investment in the services purchased from ConvergeOne. The CSM will work with the Client and ConvergeOne to maximize the uptime and efficiency of their telecommunications infrastructure by planning and advocating change, driving communications, and managing escalations when problems occur. Performs duties as a CSM in support of defined portfolio of customer accounts as required.#LI-JM1ResponsibilitiesEssential FunctionsActs as a single point of contact between the Client and ConvergeOne. Coordinates periodic customer operation and business reviews at the defined intervalsBuilds and maintains the corporate customer service relationship, may personally call on key client locations as neededAssures 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 businessEvaluates and validates problems; assists in driving incident and problem resolutionLeads critical /strategic service initiatives by investigating and understanding the internal business processes of customerRecognizes business opportunities and works with the National Account Manager (Sales) to develop themEscalates, manages, and drives resolution for all assigned client's incidents, problems, and projectsWorks with Project Managers to oversee fulfillment of incremental service requestsWorks with NAMs, Solutions Designers, Professional Services Delivery, Project Managers and Transition Managers to ensure a single point of escalation to the customer for DeliveryAdditional Specific Duties and ResponsibilitiesProvides 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 SuccessQualificationsRequired Qualifications5+ years of experience in customer relationship managementStrong history of driving results in major Account Service ManagementExperience working in large corporate environmentsVisionary and strategic - able to lead a service relationshipDemonstrated ability to lead complex project teams to deliver resultsHighly knowledgeable of technology industry trends and strategiesAbility to communicate (orally and written) clearly and effectivelySuperior negotiation, coordination, and conflict resolution skillsStrong analytical, interpersonal, and relationship building skillsSt