Heartland Business Systems

Sales

• Lead all presales efforts across assigned region(s), market(s), or technologies as a technical overlay
• Collaborate with sales teams to create solution designs, technical roadmaps, and proposals aligned to customer needs
• Deliver technical presentations, demos, and workshops as the technical face of the organization in presales engagements
• Mentor account teams on technical strategy and assist sales leadership with presales enablement initiatives
• Serve as Project Lead Engineer (PLE) on select large-scale and complex engagements
• Define, maintain, and evolve reference architectures
• Work collaboratively within regional and cross-regional practices
• Maintain current industry and vendor-specific certifications
• Mentor and develop engineers through an accelerated mentorship program
• Collaborate with Sales leadership on technical strategy alignment and presales training programs

Presales Principal Architect

Client Partner

• Own client retention for an assigned portfolio of accounts, including renewal readiness, risk identification, and the development and execution of save/remediation plans.
• Drive account expansion by identifying upselling and cross-sell opportunities and partnering with Account Managers and Sales to qualify and advance those opportunities.
• Conduct routine proactive check-ins with clients to ensure satisfaction, confirm service delivery is meeting expectations, and capture feedback.
• Host and coordinate routine business reviews on a monthly or quarterly basis (based on client tier), including scheduling, agenda development, data/report preparation, facilitation, and follow-up on action items.
• Coordinate appropriate internal stakeholders (e.g., engineering, service delivery, account management, leadership) and external client stakeholders for business reviews and escalations.
• Develop and maintain success plans for assigned clients that document client goals, health status, risks, and growth opportunities.
• Monitor client health indicators such as ticket trends, service utilization, satisfaction (CSAT/NPS) results, and escalations; act on negative trends before they impact retention.
• Serve as a client advocate internally, ensuring client feedback and concerns are routed to and addressed by the appropriate teams.
• Support contract renewals in partnership with Solution Consultants, including preparing renewal documentation and value summaries.
• Maintain accurate and up-to-date records of client interactions, account plans, opportunities, and review documentation in company systems (e.g., CRM/PSA).

Client Experience Partner

• Serve as a trusted advisor and primary post-sales advocate for assigned clients.
• Own client retention for an assigned portfolio of accounts.
• Drive account expansion by identifying upselling and cross-sell opportunities.
• Conduct routine proactive check-ins with clients.
• Host and coordinate routine business reviews on a monthly or quarterly basis.
• Develop and maintain success plans for assigned clients.
• Monitor client health indicators such as ticket trends and satisfaction results.
• Support contract renewals in partnership with Solution Consultants.

• Own client retention for an assigned portfolio of accounts, including renewal readiness, risk identification, and the development and execution of save/remediation plans.
• Drive account expansion by identifying upselling and cross-sell opportunities and partnering with Account Managers and Sales to qualify and advance those opportunities.
• Conduct routine proactive check-ins with clients to ensure satisfaction, confirm service delivery is meeting expectations, and capture feedback.
• Host and coordinate routine business reviews on a monthly or quarterly basis (based on client tier), including scheduling, agenda development, data/report preparation, facilitation, and follow-up on action items.
• Coordinate appropriate internal stakeholders (e.g., engineering, service delivery, account management, leadership) and external client stakeholders for business reviews and escalations.
• Develop and maintain success plans for assigned clients that document client goals, health status, risks, and growth opportunities.
• Monitor client health indicators such as ticket trends, service utilization, satisfaction (CSAT/NPS) results, and escalations; act on negative trends before they impact retention.
• Serve as a client advocate internally, ensuring client feedback and concerns are routed to and addressed by the appropriate teams.
• Support contract renewals in partnership with Solution Consultants, including preparing renewal documentation and value summaries.
• Maintain accurate and up-to-date records of client interactions, account plans, opportunities, and review documentation in company systems (e.g., CRM/PSA).
• Contribute to and enhance internal department process and system documentation.
• Follow policies and procedures on a department and per client basis.
• Monitor email and phone for client communications and respond in a timely manner.

Human Resources

• Heighten a culture of employee engagement and continuous improvement
• Support and enhance the assigned business unit along with the Corporate HR Team.
• Administers numerous human resource activities such as HRIS, employee relations, policy development.
• Conduct new Team Member orientation on a rotation.
• Proactively build relationships by engaging with assigned leaders.
• Conduct effective, thorough, and objective investigations as needed.
• Facilitate progressive discipline process ensuring compliance with applicable laws.
• Conduct exit interviews, identify concerns or risks, recommend to leadership, as appropriate.

Human Resources Business Partner

• Support and enhance business units along with Corporate HR Team
• Administer HR activities including HRIS, employee relations, onboarding
• Build relationships with leaders and engage in employee relations
• Conduct new Team Member orientation, performance management, and exit interviews

Customer Support

• Ensure efficient and smooth day-to-day operations of the delivery team processes and projects.
• Work closely with multiple Team Leads, Solutions Consultants, and business units to schedule, coordinate, and help progress opportunities.
• Collaborate with Inside Sales and Accounts Receivable (AR) departments to monitor the business unit service intake boards and new delivery service engagements.
• Monitor and respond to requests for presales support and work with the delivery team to assign resources.
• Provide scheduling and collaboration support.
• Quote services sold/supported by business units, where appropriate.
• Ensure accurate margin, pricing, and descriptions of product when quoting to clients.
• Monitor contract and license expiration dates sold/supported by delivery service team and coordinate with Sales to facilitate timely renewals, cancellations or service modifications.
• Create Statements of Work (SOW) that fit established guidelines and provide specialized support for SOWs needing customization or deeper technical scoping.
• Assist Business Unit Leaders with quoting, opportunity analysis and forecasting to improve resource scheduling and project planning.
• Troubleshoot billing errors and ensure accurate client-facing credits and/or rebills with AR Team, as needed.
• Support accounting on service agreement setup and invoicing.
• Review accounting agreements for accuracy, where appropriate.
• Collaborate effectively with colleagues in Sales, Finance, and other business units.
• Provide innovative ideas on sales support process improvements and development of services.
• Assist with marketing activities and special projects as defined by the Operations Manager.
• Perform and support activities related to business-unit–specific processes.
• Monitor weekly business unit timesheets for timely submission and accuracy.

Delivery Support Specialist

Project Manager

• The Project Manager II is responsible for providing direction, coordination, implementation, execution, control, and completion of the project, while remaining aligned with strategy, commitments, and goals of the organization.
• Gather requirements, plan and schedule activities, and hold team members accountable to their tasks, and work independently with little oversight.
• Manage projects from concept creation through implementation.
• Facilitate the project scope, goals, milestones, deliverables, detailed tasks and resource requirements.
• Manage user expectations and work collaboratively across the enterprise.
• Accountable for leading multiple projects and work streams, and for delivering projects on time, on budget, and within scope.
• Successfully plan, manage, coordinate, implement and deliver project solutions that meet business requirements.
• Manage project teams and outside vendors to ensure successful delivery of project services and deliverables.
• Consult with and collaborate with PMO Director, Sales Team, Engineers, Senior Leadership Team, Service Coordinators, Project Sponsors, and others to create and execute overall project plan.
• Lead and coordinate daily operations of project teams, analyzing workflow, establishing priorities, developing standards, and setting deadlines.
• Mitigate and manage escalated project issues and risks.
• Meet with department heads, managers, supervisors, vendors, and others as needed to solicit cooperation and resolve problems.
• Evaluate proposals to assess project feasibility and requirements, prepare and review operational reports and project progress reports.
• Expertly establish and manage project cost baseline, risk register, issue log, stakeholder registry, change control log, and other project artifacts.
• Execute, monitor, and control project work plans and revise as appropriate to meet changing needs and requirements.
• Work with Sales Teams to promote project management and develop new opportunities for the PMO.
• Track and report team hours and expenses on a weekly basis.
• Identify opportunities for project cost efficiencies and process improvements.
• Ensures project documents are complete, current, and stored appropriately.

Project Manager II

• The Project Manager II is responsible for providing direction, coordination, implementation, execution, control, and completion of the project
• Gather requirements, plan and schedule activities, and hold team members accountable to their tasks
• Manage projects from concept creation through implementation
• Facilitate the project scope, goals, milestones, deliverables, detailed tasks and resource requirements
• Accountable for leading multiple projects and work streams, and for delivering projects on time, on budget, and within scope
• Successfully plan, manage, coordinate, implement and deliver project solutions that meet business requirements
• Manage project teams and outside vendors to ensure successful delivery of project services and deliverables
• Consult with and collaborate with PMO Director, Sales Team, Engineers, Senior Leadership Team, Service Coordinators, Project Sponsors, and others to create and execute overall project plan
• Track and report team hours and expenses on a weekly basis.

• Manage projects from concept creation through implementation
• Facilitate the project scope, goals, milestones, deliverables, detailed tasks and resource requirements
• Consult with and collaborate with PMO Director, Sales Team, Engineers, Senior Leadership Team, Service Coordinators, Project Sponsors, and others to create and execute overall project plan
• Track and report team hours and expenses on a weekly basis

Engineer

• Develop, implement, and support collaboration related services and solutions for consulting clients
• Build a customer-focused relationship with clients to identify business challenges and develop specifications and requirements to arrive at the best solution
• Provide support, maintenance, and administration for HBS’ customers
• Work in a team atmosphere between regional and virtual practices while at all times maintaining a professional and respectful demeanor
• Maintain current vendor/industry specific certifications and stay current on new products and solutions

Collaboration Engineer

• Develop, implement, and support collaboration related services and solutions for consulting clients
• Build a customer-focused relationship with client to identify business challenges and develop specifications and requirements to arrive at the best solution
• Work as a member of the HBS Collaboration Team providing consultative and proactive project support to HBS’s account base
• Contribute to and impact assigned customer accounts positively
• Collaborate across multiple internal teams to ensure successful and timely delivery of the scope of work
• Contribute to product selection, configuration standards, and best practices, and educate the sales team members on these products and services to enhance the sales process
• Provide support, maintenance, and administration for HBS’ customers
• Work in a team atmosphere between regional and virtual practices
• Provide time estimates and project scopes for systems related projects
• Maintain current vendor/industry specific certifications and stay current on new products and solutions
• Meet annual billable hour goal, as defined by HBS

• Develop, implement, and support collaboration related services and solutions for consulting clients
• Build a customer-focused relationship with client
• Work as a member of the HBS Collaboration Team that provides consultative and proactive project support
• Collaborate across multiple internal teams to ensure successful and timely delivery
• Provide support, maintenance, and administration for HBS’ customers
• Maintain current vendor/industry specific certifications and stay current on new products

• Develop, implement, and support collaboration related services and solutions for consulting clients
• Work as a member of the HBS Collaboration Team that provides consultative and proactive project support to HBS’s account base
• Build a customer-focused relationship with clients to identify business challenges and develop specifications and requirements to arrive at the best solution
• Collaborate across multiple internal teams to ensure successful and timely delivery of the scope of work
• Provide support, maintenance, and administration for HBS’ customers
• Maintain current vendor/industry specific certifications and stay current on new products and solutions

Support Engineer

• Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment.
• Respond to auto generated ticket alerts both critical and non-critical.
• Monitor and work tickets in ticket system for client submitted requests.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Be part of a phone call queue for client call in requests.
• Review monthly client reports and provide resolutions solutions based on generated reports.
• Escalate tickets to internal departments and clients IT departments.
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for switches, routers, firewalls, servers, and storage.
• Monitor and analyze customer networks, systems, backups, and security appliances.
• Work with customer’s primary field engineer to perform work on an as needed basis.
• From time to time, project manage internal department initiatives.
• Contribute and enhance internal department process/system documentation
• Follow policies and procedures on a department and per client basis.
• Conduct training of customers or colleagues in both formal and informal environments.
• Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
• Be part of an on call after hours/weekend on call rotation every 8-10 weeks(additional compensation).

Presales Principal Architect

Client Experience Partner

Client Experience Partner

Client Experience Partner

Human Resources Business Partner

Human Resources Business Partner

Delivery Support Specialist

Project Manager II

Project Manager II

Project Manager II

Collaboration Engineer

Collaboration Engineer

Collaboration Engineer

Collaboration Engineer

IT Support Desk Engineer II