CommandLink

Solutions Engineer

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes
• Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting
• Design and implement alerting and monitoring policies aligned to SLAs/SLOs
• Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks
• Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success
• Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities
• Run QBRs and proactively deliver improvement plans, not just recommendations
• Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision
• Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation
• Collaborate with sales engineers to design solutions and ensure requirements are fully addressed
• Deliver platform demos that clearly showcase execution-ready solutions
• Takes on additional responsibilities and projects as needed to support the success of the team and organization

Customer Success Manager

• Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology.
• Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base.
• Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle.
• Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business.
• Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved.
• Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions.
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.