Cox Enterprises

Client Services Representative

• The Manager of Fleet Client Services will lead and provide directions for the scheduling team to optimize work volumes and staffing levels, ensuring operational efficiency and excellent customer service.
• Responsible for managing and growing a portfolio of Fleet Maintenance clients in a high-volume market, potentially encompassing multiple small to medium markets within an assigned geographic territory.
• Acts as a manager-level escalation point for complex customer issues.
• Build and maintain client relationships and ensure exceptional customer experience.
• Evaluate growth opportunities by client needs and market trends, assess business options to address those needs and make recommendations to leader.

Manager, Fleet Client Services

Solutions Engineer

• Serve as a strategic advisor, connecting complex multi-cloud technologies with the evolving business needs of clients
• Lead discovery engagements, develop business-aligned solution strategies, and design hybrid and multi-cloud architectures
• Maintain deep expertise across RapidScale’s hosted solutions while providing high-level guidance on public cloud services
• Effectively coordinate with public cloud specialists, ensuring seamless engagement for advanced discovery and solution design when client requirements call for public cloud–focused architectures
• Lead technical discovery engagements with customers to uncover business goals, pain points, and drivers
• Translate requirements into tailored, outcome-focused cloud and infrastructure solutions
• Architect hybrid and multi-cloud environments, aligning with performance, availability, security, and compliance needs
• Represent hosted and public cloud offerings at a deep technical level, fully scoping, architecting, and presenting solutions composed of these services
• Collaborate to architect multi-cloud and hybrid cloud solutions across both hosted and public cloud service sets, ensuring the best alignment with customer outcomes
• Act as the technical lead throughout the sales cycle, from discovery to hand-off
• Participate in RFPs, solution reviews, and scope definitions
• Design security architectures including MDR, SOCaaS, IAM, SIEM/SOAR, and vulnerability management
• Ensure solutions align with compliance standards (HIPAA, PCI, GDPR, ISO, NIST)
• Design secure, high-performance networks integrating SD-WAN, VPN, DNS, TCP/IP, and firewalls across on-prem and cloud environments
• Stay current on emerging tech (cloud, AI/ML, automation, cybersecurity) and translate innovation into business strategy
• Educate clients and internal teams on current and future-state capabilities.

Senior Solutions Architect – RapidScale

Customer Support

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Senior Customer Care Specialist – Manheim

• Lead and provide directions for the scheduling team to optimize work volumes and staffing levels.
• Ensure operational efficiency and excellent customer service.
• Manage and grow a portfolio of Fleet Maintenance clients in a high-volume market.
• Responsible for client retention and expansion, driving revenue streams for high technician efficiency and client satisfaction.
• Act as a manager-level escalation point for complex customer issues.
• Make decisions and manage accounts to ensure measurable results from the product.

Outside Sales

• Meet or exceed revenue, retention and referral goals across your assigned territory.
• Manage your sales pipeline, maintain accurate forecasts and drive consistent account growth.
• Use CRM, sales enablement tools and analytics to identify opportunities and inform strategies.
• Build and deepen relationships with key decision-makers at each dealership.
• Conduct regular business reviews, using market insights and performance data to provide consultative guidance.
• Identify and pursue cross-sell and upsell opportunities within your portfolio.

Territory Sales Manager – Autotrader

Manager

• Build and maintain relationships with a portfolio of clients and ensure customers’ needs are the driving force behind every priority, decision, and activity.
• Retain clients by engaging with each client through onsite visits and virtual screen share engagements to drive valuable insights to increase product utilization and improving client’s business processes and helps them meet their objectives.
• May also work with ‘at risk’ clients, using judgment to identify and develop an action plan to turn around and retain the relationship.
• Apply problem‐solving skills and strategic insight to accomplish client goals.
• Monitor and analyze account performance and trends to determine adjustments to dealer expectations/goals/objectives to achieve results.
• Closely monitor system ‘red flags’/emergencies with clients and take immediate action.
• Responsible for protecting the revenue stream from a business model even where no long-term client contracts might exist.

Performance Manager

Engineer

• Execute infrastructure migrations, including rehost and replatform initiatives, from on-premises or legacy environments into RapidScale private cloud (VMware-based) Public cloud platforms (Azure, AWS, GCP).
• Perform discovery, assessment, and migration planning for client environments.
• Build and configure target environments, including compute, storage, networking, and security components.
• Execute migration activities using tools and methodologies such as: VMware HCX, vMotion Azure Migrate, AWS MGN Backup and replication tools.
• Troubleshoot and resolve issues during migration cutovers and stabilization phases.
• Validate migrated environments to ensure performance, security, and operational readiness.
• Document environments, migration processes, and configurations for handoff to Managed Services.
• Collaborate cross-functionally with network, security, platform, and delivery teams to ensure seamless execution.
• Support continuous improvement of migration methodologies, tooling, and automation.
• Provide guidance and mentorship to junior engineers (Senior/Lead levels).

IaaS Migration Engineer, Level II

Administration

• Maintain accurate inventory across all data center locations including racks, servers, network equipment, cables, spares, PDUs, optics, and consumables, with greater than 98% accuracy in DCIM or CMDB systems
• Manage RMA processes and coordinate inbound and outbound logistics, including packaging, compliance documentation, shipment tracking, and receiving
• Implement standardized labeling, barcode or RFID tracking, and chain-of-custody procedures to minimize asset loss and streamline audits
• Serve as the primary operational point of contact for data center providers, smart-hands vendors, carriers, and hardware suppliers
• Track and report vendor performance against SLAs and SLOs for onsite support, cross-connects, deliveries, and maintenance windows
• Coordinate vendor quotes, ordering, and scheduling for rack expansions, structured cabling, and facility services
• Perform or supervise rack and stack deployments, cable management, hardware replacements, optics installation, labeling, and patching in accordance with MOP, SOP, and EOP standards
• Conduct site walkthroughs to ensure safety, operational cleanliness, and adherence to change control processes
• Execute routine inspections including power strips, breakers, airflow, and alarms, and perform incident triage and hardware diagnostics when necessary
• Plan and coordinate onsite work across multiple facilities involving internal teams, vendors, and smart-hands support while minimizing operational disruption
• Author Method of Procedure (MOP) documentation and change requests, and lead pre-task briefings and post-work validation
• Maintain a rolling 12-week schedule covering hardware deliveries, installations, decommissions, and maintenance windows
• Develop and maintain capacity models for rack space, floor space, power utilization, and cooling efficiency
• Analyze utilization trends and forecast capacity needs 12 to 24 months in advance, providing recommendations for expansion, leasing, or infrastructure optimization
• Partner with architecture and finance teams to support demand forecasting, scenario planning, and capital and operational budget planning
• Monitor and optimize key operational metrics including rack density, power headroom, PUE proxies, stranded capacity, and thermal compliance
• Ensure compliance with security standards and site policies including access control, visitor management, media handling, and secure data destruction
• Maintain accurate documentation including site diagrams, rack elevations, power maps, MOPs, SOPs, and asset lifecycle records
• Promote a strong safety culture including adherence to PPE requirements, LOTO procedures, safe lifting practices, and ESD controls.

Data Center Administrator, Level II/Senior

Cloud Engineer

• deliver secure, reliable managed and advisory services across private, public, and hybrid clouds
• help organizations innovate, adapt, and grow
• focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow

Network Cloud Engineer – Level II, Senior, Lead

• Design, implement, and maintain network and cloud infrastructure across multi-tenant environments, including compute, storage, networking, hypervisors, backups, disaster recovery, and monitoring
• Lead and support critical incident response (P1) and provide escalation support for complex technical issues
• Drive initiatives to improve performance, scalability, and reliability across cloud and network environments
• Perform network configuration and optimization across multiple data centers and customer environments, ensuring secure and highly available connectivity
• Troubleshoot and resolve network and infrastructure issues for both internal teams and external customers
• Collaborate with Cloud and Network Architects, Engineering, and Operations teams to deliver projects and platform enhancements
• Support Sales and Solution Engineering teams with technical input for customer opportunities and product development
• Develop and maintain technical documentation, including architecture diagrams, procedures, and operational runbooks
• Manage monitoring, backup configurations, and network device health across environments
• Coordinate with external carriers and vendors for provisioning, maintenance, and troubleshooting of network connectivity

Senior Lead Network Cloud Architect – RapidScale

Platform Engineer

• Support resolution of escalated VMware incidents across production environments
• Participate in P1 and P2 incident response, contributing to troubleshooting and resolution
• Lead incident bridge calls and coordinate cross-functional response (Senior and Lead)
• Execute changes within VMware environments including cluster updates, patching, and configuration changes
• Support vSphere, NSX-T, vSAN, and VMware Cloud Foundation environments
• Assist in multi-site and hybrid cloud configurations
• Maintain accurate runbooks, SOPs, and technical documentation
• Collaborate with team members and share knowledge

VMware Platform Operations Engineer – Level II, Senior, Lead

Operations

• Design, implement, and support network connectivity solutions within multi-tenant VMware environments, with a strong focus on NSX
• Troubleshoot complex network issues across east-west and north-south traffic flows, including routing, firewalling, and segmentation
• Serve as a Tier 3 escalation point for advanced connectivity and network-related incidents
• Ensure network performance, availability, and reliability in alignment with defined SLAs and customer expectations
• Configure and manage NSX components, including logical switching, routing, distributed firewall, load balancing, and VPN services
• Implement and enforce microsegmentation and security policies to protect customer environments
• Support customer onboarding, migrations, and platform upgrades, ensuring seamless connectivity and minimal disruption
• Collaborate cross-functionally with cloud, infrastructure, security, and support teams to deliver integrated solutions
• Participate in root cause analysis (RCA) and problem management activities to identify and prevent recurring issues
• Contribute to the development and maintenance of standardized MSP service offerings and operational procedures
• Automate and optimize network provisioning and operational tasks where possible
• Act as a technical advisor to customers, providing guidance on best practices, architecture, and optimization
• Mentor and support junior engineers, contributing to team development and knowledge sharing through Knowledge Base articles

Network & Connectivity Operations Engineer, VMware, NSX, Level II, SR, Lead

• Ensure that the overall customer experience is “best in class.”
• Execute the outlined processes within the work instructions with proficiency and enthusiasm.
• Demonstrate active listening skills to ensure that the customer’s needs are met and exceed customer and company expectations.
• Field a high volume of inbound calls.
• Provide excellent customer service for all inbound and outbound calls.
• Timely and accurate documentation and notation in all systems regarding each customer contact.
• Originating all new transactions, regarding preventative maintenance, as well as immediate and scheduled service and repairs.
• Assign service requests to the respective market for dispatching.
• Coordinate towing of customer units when necessary.
• Schedule outside vendors when an emergency breakdown is called in.
• Continuously develop and improve company capabilities in the area of dispatching.
• Be professional and establish positive customer rapport, encouraging repeat business.
• Additional duties and special projects as assigned.

Customer Care Specialist II

• The Arbitration Manager oversees day-to-day operations of an Arbitration team, providing leadership and coaching to individual contributors.
• This role manages case resolutions and escalations, ensures compliance with Manheim Marketplace policies and National Auto Auction Association (NAAA) guidelines, and drives operational efficiency.
• The role oversees a $5+ billion claims portfolio.
• Provide leadership to Arbitrator I, II, and Senior Arbitrators
• Conduct coaching sessions to improve performance and conflict resolution
• Manage escalated arbitration cases
• Monitor performance metrics including resolution time, quality, and satisfaction
• Oversee arbitration workflow from intake to resolution
• Approve financial adjustments up to $2,500
• Ensure compliance with NAAA and auction policies
• Support onboarding and development of arbitrators
• Foster client service excellence
• Communicate with leadership and key stakeholders

Manager, Arbitration

Customer Success Manager

• Own accountability for ensuring customers realize the business outcomes and value aligned to their RapidScale solutions
• Develop and maintain Outcome-Based Success Plans tied to customer objectives, KPIs, and milestones
• Ensure delivery and operational activities remain aligned to outcomes, not just scope completion
• Lead customer conversations focused on value realization, adoption, and forward roadmap alignment
• Manage a portfolio of strategic customers across onboarding, adoption, renewal, and expansion phases
• Proactively identify risks to retention and develop mitigation plans
• Ensure consistent execution of lifecycle touchpoints including onboarding, QBRs, and renewal readiness
• Act as the primary point of accountability and coordination across Sales, Delivery, Operations, Consulting, Support, and Engineering
• Drive alignment across teams to ensure seamless customer experience and execution
• Resolve cross-functional issues impacting customer outcomes or timelines
• Partner closely with Sales and Account Management to support renewal strategy and execution
• Ensure renewal conversations are grounded in delivered value and measurable outcomes
• Identify opportunities for expansion and surface Customer Success Qualified Leads
• Lead QBRs and executive-level discussions focused on outcomes achieved, value delivered, and future opportunities
• Maintain proactive communication and transparency with customers
• Strengthen customer relationships and advocacy
• Contribute to the development and refinement of Customer Success playbooks and engagement models
• Support standardization of best practices across customer segments
• Provide feedback to improve tools, processes, and operating cadence

Manager, Fleet Client Services

Senior Solutions Architect – RapidScale

Senior Customer Care Specialist – Manheim

Manager, Fleet Client Services

Territory Sales Manager – Autotrader

Performance Manager

IaaS Migration Engineer, Level II

Data Center Administrator, Level II/Senior

Network Cloud Engineer – Level II, Senior, Lead

Senior Lead Network Cloud Architect – RapidScale

VMware Platform Operations Engineer – Level II, Senior, Lead

Network & Connectivity Operations Engineer, VMware, NSX, Level II, SR, Lead

Customer Care Specialist II

Manager, Arbitration

Customer Success Manager – Senior III / Lead IV