Cisco Lifecycle Customer Success Manager

at ConvergeOne in Bloomington, Minnesota, United States

Job Description

Cisco Lifecycle Customer Success Manager
Job Locations

US-Virtual Office

Position Type 
Regular Full-Time  

Requisition ID 
2024-5905  

Category 
Information Technology
C1 Company Overview

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.

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
Ability to use (and learn new) complex systems, technologies, and applications

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... For full info follow application link.

EOE of Minorities/Females/Vets/Disability