General

• Monitors, triages, and manages incidents throughout their lifecycle – from detection to closure
• Coordinates cross-functional teams to ensure timely resolution of high-priority or major incidents
• Communicates incident status, impact, and resolution updates to stakeholders and management
• Documents incident details, root causes, and corrective actions in the incident tracking system
• Analyzes incident trends to identify recurring issues and opportunities for process improvement
• Ensures compliance with Service Level Agreements (SLAs) and escalation protocols
• Participates in post-incident reviews to recommend preventative measures and strengthen system resilience

Incident Management Specialist

Revenue Operations

• Implements, reinforces, and optimizes standardized revenue and sales processes within the assigned segment or region
• Ensures consistent definitions and usage of pipeline stages, forecast categories, commit criteria, and CRM hygiene standards
• Conducts regular process and data inspections; partner with Sales leadership to address gaps, risks, or inconsistencies
• Supports onboarding and enablement of sellers, sales leaders, and support teams on Revenue Operations processes and expectations
• Facilitates the weekly forecasting cadence for the assigned segment or region, ensuring data integrity, structured deal inspection, and consistent methodology
• Monitors pipeline health indicators including coverage, aging, push risk, conversion trends, and deal velocity
• Prepares segment‑ or region‑specific forecast summaries, risk assessments, and insights for EVPs, RVPs, and leadership reviews
• Provides data‑driven recommendations to improve forecast accuracy, confidence, and predictability
• Maintains and distributes dashboards covering pipeline, bookings, forecast variance, productivity, and performance KPIs for the assigned segment or region
• Analyzes trends across bookings, pipeline creation, conversion rates, and seller productivity
• Drives adoption and effective use of CRM workflows and revenue systems across the assigned segment or region
• Acts as the first escalation point for segment‑ or region‑level CRM, forecasting, and reporting issues
• Serves as the primary Revenue Operations partner to segment or regional EVPs, RVPs, and Sales Directors
• Partners with Finance, Services, Strategy, IT, Marketing, and other teams to resolve operational issues impacting revenue execution

Revenue Operations Business Partner

IT Support

• Develops and advises on enterprise architecture models
• Aligns technology initiatives with business objectives/experiences
• Advises on technology trends and innovations
• Validates solution discovery requirements and aligns them to customer outcomes/experience
• Presents C1’s entire portfolio and C1 (ConvergeOne) “Human Experience” story
• Collaborates closely with key customers and maintains key technical relationships with customers
• Collaborates closely with Account Executives, forming synergistic partnerships that ensures a unified approach to customer needs, from solution crafting to account management
• Leads technical teams (Design Engineers, Solution Architects, Chief Advisors, Delivery Engineers, Project Managers and Managed Services engineers)
• Oversees and responsible for the whole sales cycle, serving deals from discovery through project execution and supporting adoption in partnership with Services, PM and Lifecycle teams
• Acts as the main orchestrator behind any major deal, ensuring that all elements of the deal from initial customer requirements to final implementation plans are seamlessly integrated
• Interacts directly with key customers, virtually and preferably in-person, to build relationships, lead projects (pre-Sales, Post-sales, and Managed Services) and ensure C1 success
• Maintains ongoing engagement with customers who consume managed services, ensuring that their evolving needs are consistently met and that our solution continues to align with their long-term objectives
• Remains connected to assigned customers, including between projects

Enterprise Architect – Public Sector/K12

• Partners with C-Suite executives to structure high-value, multifaceted, enterprise-wide solutions across mature and emerging markets
• Leads the identification, development, and advancement of large, complex deals, typically valued at $100M+ (or as defined by leadership), as well as strategically critical opportunities of similar complexity
• Drives growth in both the quality and quantity of large-scale opportunities within the GEMS portfolio (strategic accounts)
• Serves as the primary architect for deal strategy, including structuring, positioning, and value articulation
• Partners cross-functionally (sales, finance, legal, delivery, and executive leadership) to shape and mature opportunities from early-stage concept through deal closure
• Develops differentiated deal constructs that address client needs while maximizing enterprise value
• Assesses and prioritizes opportunities based on strategic fit, risk, and return profile
• Influences senior stakeholders internally and externally to align on complex deal structures
• Builds repeatable frameworks and best practices for large deal development
• Acquires net new logos - expand whitespace in target account and establish repeatable sources of new pipeline
• Builds and maintains a named account prospect list
• Develops strategic account plans for top targets
• Owns opportunists through qualification, business case development and internal alignment before hand off to “closing team"

Principal Large Deal Strategist

Customer Success Manager

• 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
• 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

Customer Success Manager – Lifecycle

Account Executive

• Provides sales consultation, design, support, and management of client activity involving but not limited to the collaboration, enterprise networking, data solutions and security products and services with primary focus in designated region
• Establishes, maintains, and develops business with clients and potential clients in the assigned business sectors to enhance the potential for meeting the objectives of maximum profitability and growth through effective sales and services
• Analyzes client/competition situations, client’s business issues and interests, and generates a strategy that achieves business objectives
• Maintains accurate sales forecasting capability and an active reporting procedure in accordance with C1’s standards
• Develops, implements, and executes a Business Plan that is consistent with short-range and long-range company objectives and assigned targets
• Conducts C-level business discussions
• Develops and maintains technical competency in all products offered including all solutions from represented manufacturers as well as professional services offered by C1
• Develops relationships (with existing as well as potential clients) that enables business growth to achieve assigned targets
• Expedites the resolution of client escalations/complaints
• Stays well informed on industry changes, participates where possible in organizations directly involved with C1’s prime markets, and continually works to improve sales techniques and sales knowledge
• Fosters strong working relationships with supporting teams such as; sales support, marketing, services, purchasing/inventory to reach assigned targets
• Keeps advised on company policies, procedures, and objectives, clarifying them with manager when and if questions arise, and is always prepared to accurately discuss these policies with clients
• Engages and manages an end-to-end sales cycle (work with multiple cross-functional teams)
• Sells with a heavy emphasis on solutions offered by C1 that are consistent with assigned targets
• Consults innovatively, to offer client solutions with technical acumen
• Facilitates new solutions to clients by being a disrupter – can go wider in existing account, innovative, can make the client look at solutions in a new way
• Understands and identifies client needs and is a vertical expert (e.g., Public Sector, Healthcare, etc.)
• Identifies key pain points within client base and knows how to solve them (overcome objections)

Client Executive – Public Sector

Network Engineer

• Be responsible for customer installations and configurations and create customer facing High-Level Designs and detailed Low-Level Designs.
• Be the networking technical lead on customer projects
• Design, configure, deploy and troubleshoot the following vendor technologies: Extreme Networks routers, switches, wireless and management platforms
• Extreme fabric engine (VOSS) and switch engine (EXOS) including SPBM/ISIS, OSPF, BGP.
• Extreme XIQ Cloud Platform ONE Extreme XIQ-Site Engine, Control Engine (NAC) and Analytics
• Extreme wireless controllers and APs
• Juniper routers and switches (EX, MX, SRX) a plus
• HPE Aruba routers, switches and wireless including Aruba Central, AOS-CX, Clearpass, a plus.
• Palo Alto and Fortinet firewalls. A plus
• Ability to build templates for automation of equipment roll-outs by other staff members.
• Ability to work with Account team as SE support as SME when needed
• Ability to work with prime SE on network designs
• Be a 3rd level resource for our Tech Support engineers