Customer Success Manager-Lifecycle

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.

Summary

C1 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 C1'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.

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

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

C1 BENEFITS

* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)

* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)

* RX Home Delivery

* 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 or optional Self-paid)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance for team member, spouse and child

* Voluntary Accidental Death for team member and spouse
* Legal/ID Theft Plans
* TeleHealth
* Wellness via Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage

* Medical for foreign travel coverage

* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Volunteer Time Off

* 10 Holidays

* Summer Sizzle

* On Demand Pay (Daily Pay)

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 EEO Policy Statement (EEO Policy Statement) and/or the current version of the workplace poster (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf; https://www.eeoc.gov/poster)

Pay Range

$105,000 - $140,000

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.

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Right to Work: Right to Work Poster