Customer Success Manager

• Learn Customer Success Process and Best Practices
• Shadow experienced CSMs
• Participate in team meetings
• Familiarize yourself with internal tools
• Learn how to track customer health, engagement metrics, and success indicators.
• Support efforts to drive customer engagement, improve satisfaction, and reduce churn.
• Learn how to identify opportunities for further engagement or product usage.
• Support CSMs in addressing customer inquiries and ensuring that all issues are resolved in a timely and effective manner to ensure customer satisfaction.
• Support the creation of success plans, onboarding strategies, and customer engagement activities that enhance customer experience and satisfaction.
• Assist CSMs and sales teams in identifying opportunities for upselling or cross-selling additional products or services to customers.

Customer Success Manager – Intern

Business Analyst

• Assisting in analyzing, documenting, and validating business needs within the organization
• Helping to plan, design, and improve business and operational processes
• Gathering and analyzing data to support business cases, project proposals, and system requirements
• Collaborating with teams to support the development process and ensure project deliverables align with business objectives

Business Analyst Intern

• Collaborates and works with project sponsors and Operations stakeholders to gather process details and workflows
• Assist the Operations team in day-to-day tasks spanning various activities throughout the organization, emphasizing process enhancement, data and business analysis, corporate initiatives, and documentation
• Acquire proficiency in navigating C1’s intranet; editing and indexing techniques to update the Operations intranet page effectively
• Gather, interpret, and analyze extensive datasets and databases to derive insights
• Learn and demonstrate proficiency in utilizing internal software systems
• Cultivate a culture that champions continuous improvement and embraces positive change in alignment with C1's mission and vision, furthering its tradition of excellence
• Actively participate in departmental and team meetings
• Fulfill additional responsibilities or duties as reasonably assigned by C1 to contribute to the operational and financial success of the Company
• Understand data analytics and workflow processes associated with product renewals and managed services

IT Business Analyst Intern

Analyst

• Reads and comprehends customer handling instructions in the ticketing system
• Logs into assigned splits/queues to answer designated calls into the Managed Service and Support Center (CSC)
• Creates Ivanti cases to track all customer-related work received
• Follows up with customer contacts to ensure satisfactory completion of work
• Ensures compliance with designated contracts for managed services customers
• Manages internal resources and business partners to meet contractual SLA requirements
• Triages calls, emails, and work requests by severity, gathers appropriate initial information, and begins the resolution process; completes work when possible
• Utilizes Power BI reports to monitor and analyze customer support metrics such as: Technician and resource utilization, Ticket hygiene (accuracy, completeness, and timeliness of case updates), SLA performance trends, Ticket backlog and volume patterns
• Identifies data-driven opportunities to improve efficiency, customer experience, and service quality
• Prepares and presents analytic findings to management to support decision-making related to staffing, workload balancing, and team skill development
• Assists with maintaining data integrity in reporting tools and recommending enhancements to analytics dashboards
• Supports continuous improvement by recognizing recurring issues and proposing actionable insights based on data patterns

Case Analyst Intern

Artificial Intelligence

• Understands and learns about C1 and C1’s corporate directions
• Learns and supports strategies and activities for C1’s innovation and IP development.
• Gains practical, hands-on experience with current/next generation:
• Technologies, e.g., bots and artificial intelligence, Internet of Things, cloud services, microservices architectures, etc.
• Programming languages, e.g., AngularJS, Node.js, Python, etc.
• Big Data technologies, e.g., ElasticSearch, MongoDB, etc.
• Queueing frameworks, e.g., RabbitMQ, Kafka, etc.
• Cloud infrastructures, e.g., GCP, Amazon Web Services, Azure Cloud, etc.
• Development methodologies and DevOps, e.g., Agile/Lean
• Develops and enhances (through involvement with the complete software development lifecycle):
• Programming and software development skills
• On-Job Training using cutting-edge technology tools
• Problem solving and decision-making skills
• Creative and critical thinking
• Collaboration, communication, and negotiation
• Implements an AI-powered chatbot using Dialogflow/LLMs
• Trains and optimizes the bot to make more natural conversations
• Interpretes business conversation flows and conversion of those flows into conversation configuration

Application Development Intern – Artificial Intelligence

Network Engineer

• Deploys, migrates, and documents post-sales engagement with customers based on C1's best practices
• Collaborates with world class network integrators
• Assists in the delivery of support and services to customer’s expectations as proposed
• Participates in the design, implementation and administration of Cisco infrastructure and related solutions
• Troubleshoots high end issues with networking, security and wireless infrastructures
• Assists in determining specific customer network requirements
• Assists in developing specific network, security and wireless solutions
• Assists in developing detailed implementation plans
• Conducts architecture chalk talks and design concepts
• Facilitates and conducts product demonstrations, webinars and presentations to customers

Network Engineer III – Extreme Networks

Solutions Engineer

• Understands customer's cyber security business goals, risk tolerance, and existing infrastructure through a variety of steps including workshops, analyzing their current security posture, and identify gaps to help drive client outcomes
• Provides solution consulting, technical architecture and sales support for account opportunities
• Develops and presents a security roadmap that includes comprehensive security strategies and supporting areas including networking security, endpoint protection, data loss prevention, identity and user security, cloud security, and incident response plans tailored to each client's specific needs
• Participates from initial qualification to final proposal, in the sales process to include collaborating with account managers
• Serves as a trusted advisor through thought leadership activities and publication to stay at the forefront of the cybersecurity landscape
• Provides live demonstrations for customers and sales teams
• Develops and maintains technical competency and related certifications for all core security products and solutions areas
• Performs Strategic Road-mapping Sessions with customers
• Participates in User Groups and Conferences as required
• Publishes content to the Public sphere as it pertains to area of expertise (Social Media, Linked In, White Papers, etc.)
• Stays current on industry changes and participates when possible in organizations directly involved with SME products and services, and continually works to improve techniques and sales knowledge
• Provides deliverables to customers including statements of work and product architectures
• Participates in Solution Deliverables at the direction of the Solution Architect which can include: • Participating in Discovery and Documentation of Business Requirements specific to area of expertise which may include ROI and TCO models
• Assuming responsibility for 3rd Party Quotes and SOW language for area of expertise
• Providing relevant Statement of Work Language to Solution Architect resources and Guidance around content flow
• Participating in Solution/Delivery Assurance and Services Handoff Meetings
• Ensures productive relationships with manufacturer technical peers
• Assumes responsibility of being dedicated to Top Accounts or Top Account Managers as needed

Senior Solutions Architect – Cybersecurity

Network Engineer III

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 manufactures 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

Operations

• Controls on-boarding and orienting new National Account Managers and Sales Directors in collaboration with the Sales Enablement team and the leadership team in region
• Provides direct business operation support to the Regional Vice President/Area Sales Leader, Sales Directors, and National Account Managers in the regions they support
• Works closely with Regional Vice President/Area Sales Leader, Sales Director, Inside Sales Representative Manager, and Sales Support Manager to monitor and achieve monthly revenue forecast commitment for region
• Interacts with Vice President of Sales Operations, Senior Director Sales Operations, and regional leadership to ensure ConvergeOne strategic initiatives and regional goals are being met
• Utilizes QlikView, CRM, Business Data Search, and other tools to pull reports that help drive strategic initiatives and the monthly forecast goals
• Keeps advised on company policies, procedures, and objectives to ensure communication among all teams
• Assists the Field Marketing Team Member assigned to the regions they support with all marketing activities
• Works closely with Strategic Manufacturers’ CAM on campaigns, sales promotions, training, and processes
• Works with National Marketing team to support regional activities
• Distributes lead information to the sales teams
• Coordinates all monthly sales meetings for the region
• Participates in special regional projects or campaigns designed to develop interest and attention on ConvergeOne and our products and services and assists with regional marketing activities such as trade shows, seminars, and events
• Keeps well informed on industry changes, participates where possible in organizations directly involved with our prime markets, and continually works to keep sales and support team updated
• Serves as a point of escalation for Regional Vice President/Area Sales Leader, Sales Directors, and National Account Managers
• Works across ConvergeOne with the leadership teams including, sales, design, purchasing, maintenance, billing/collections, Human Resources, and marketing

Director, Regional Sales Ops

• Ensures the accurate processing of transactions in accordance with accounting guidelines and internal control policies
• Assists with overall department indirect tax compliance and planning, including: International Value Added Tax (“VAT”), Federal, State & Local Telecom Taxes, Foreign Withholding Tax, Excise Tax, Sales/Use Tax, Other Misc. Tax (e.g., OH CAT, OR CAT, WA B&O, etc.), Business Licenses/Registrations
• Reviews monthly reconciliation of non-income tax related accounts
• Assists in the preparation of the annual Tax Provision calculations and supporting workpapers
• Assists the Tax Director with preparation of income tax footnotes for the Company’s annual financial statements
• Assists in coordinating periodic tax-related meetings with external advisors and Tax Director as necessary
• Provides frequent and routine updates to Tax Director
• Assists Tax Director with delivering regular tax updates to Senior Management
• Strives to ensure collection of tax refunds due to the Company and minimize the potential for interest/penalties related to late and/or missed tax filings/payments
• Assists in identifying, and implementing indirect tax opportunities for the Company
• Collaborates in researching, documenting, relevant tax regulations related to various indirect tax issues
• Assists with indirect tax audits (e.g., sales/use tax, international VAT, etc.)
• Keeps track of fixed asset accounting for applicable Use Tax
• Interacts with internal business units and provides feedback on indirect tax matters and processes so as to ensure that all existing and new operations are efficient and fully understood
• Coordinates training sessions as necessary
• Coordinates indirect tax outsourcing vendor relationships
• Assists with indirect tax related dispute resolution with vendors, customers, and tax authorities

Indirect Tax Specialist

Mechanical Engineer

• Provide ESS design drawings that comply with government requirements, including SCIF (Sensitive Compartmented Information Facility) and UL (Underwriters Laboratories) security standards.
• Develop detailed project Scopes of Work reflective of ESS designs.
• Confirm accuracy of Approved Product List in advance of material orders.
• Develop engineering products in support of project change orders.
• Identify long-lead items for early procurement.
• Create engineering services proposals including scopes of work and cost.
• Provide technical support to customers and internal project stakeholders throughout the project lifecycle.
• Serve as technical and cost estimating resource in support of sales efforts.
• Provide recommendations and guidance to external construction trades ensuring ESS project dependencies are met.
• Host iterative design reviews in accordance with contractually-agreed design milestones and receive customer and accrediting official approvals in accordance with the C1GS engineering lifecycle.
• Stay current on changes to federal security regulations and advise internal and external stakeholders of the necessary adjustments to comply with changes.
• Create consulting proposals including scopes of work and cost.
• Conduct site-surveys to collect existing conditions in support of engineering product development.
• Develop survey reports inclusive of observed conditions, technical specification references, solution recommendations, level of effort assessments, and development of rough order magnitude cost estimates.
• Create site survey proposals including scopes of work and cost.

Design Engineer, ESS – C1 Gov

Full-stack Engineer

• Manages assigned trouble incidents to resolution
• Possesses expert skills in the respective technologies to be able to systematically troubleshoot issues in a complex enterprise level environment
• Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise
• Assists and trains on installation of upgrades and patches, and recovery from backups, if required, within areas of expertise
• Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues
• Advises on escalations to manufacturers and resolution of those escalations to closure
• Develops knowledgebase articles and information to assist in best practices within areas of expertise
• Develops and performs “HowTo” training sessions for other engineers
• Provides solutions to a diverse range of complex problems
• Builds and maintains the corporate customer service relationship
• Provides leadership to client and the MSSC, and consistently exceed client expectations
• Manages positive customer satisfaction levels

Senior Engineer

Engineer

• Works with customers in planning and designing highly successful UC environments
• Works with customers to align technology to their business opportunities and needs in context of their communications platform strategy
• Utilizes experience delivering consulting engagements, working with distributed sales teams along with deployment team members
• Possesses a command of the voice technologies and other components that make up the core Cisco Collaboration product family
• Utilizes deep technical knowledge and communication skills and organizational agility to guide customers through UC integration projects and performs the hands-on technical content development or solution design work
• Executes deployments of the solution, managing successful go lives
• Identifies solution system interfaces, constraints, scope, cost, risks and value