Heartland Business Systems

Customer Success Manager

• Responsible for customer renewals by managing a high volume of quoting and case management
• Communicate with the end customer, sales teams, vendors, and distributors
• Stay up to date on new technologies, licensing options and new processes
•Manage existing customer renewals and subscriptions expiring in 60-90 days
• Develop customer relationships and identify adoption barriers
• Conduct quarterly business reviews regarding the overall health, licensing count and implementation of product usage
• Resolve any quoting errors/issues/questions; utilize resources to answer customer and sales team questions
• Provide coaching, training, and leadership to other sales support members

Customer Success Specialist

Engineer

• Provide critical IT support for multiple Heartland customers
• 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
• Project manage internal department initiatives as needed
• 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)

Managed Services Engineer II

• Develop, implement, and support collaboration services and solutions for consulting clients
• Build a customer-focused relationship with client to identify business challenges
• Research new products for selection and educate team members on these products
• Provide senior level support and maintenance for customer networks
• Create and maintain detailed documentation of past projects
• Stay current on new products and solutions by utilizing networks of resources

Senior Mitel Engineer

Project Manager

• 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.
• 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.
• 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.

Project Manager II

• Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment.
• Part of managed services team providing critical IT support for multiple Heartland customers.
• Respond to auto generated ticket alerts both critical and non-critical.
• Monitor and work tickets in the 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 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.
• 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.
• Contribute and enhance internal department process/system documentation.
• Conduct training of customers or colleagues in both formal and informal environments.

Consultant

• Provide business consulting, implementation, and support service activities focused on Microsoft ERP solutions
• Address business problems by gathering information, analyzing, prioritizing and evaluating options
• Train and support users using Microsoft ERP Solutions and related tools
• Build and maintain strong, loyal, long term client relationships
• Apply proper accounting standards in planning and design decisions
• Develop general business and industry specific knowledge of innovative and 'best practices' procedures
• Lead presales discovery and presentations
• Create and maintain current vendor/industry specific certifications

ERP Consultant II

• 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.
• 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.
• Perform other duties, as assigned.

Sales

• Define and drive architectural strategy that aligns technical solutions with customer outcomes
• Balance presales leadership, technical enablement, and project delivery oversight
• Partner closely with sales teams to develop tailored solution designs and proposals
• Provide leadership to Engineering teams by mentoring engineers and ensuring consistent delivery excellence
• Collaborate with customers and internal teams to design innovative technology solutions

Presales Principal Architect

• Lead all presales efforts across assigned region(s), market(s), or technologies as a technical overlay, aligning with regional targets.
• 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.
• Partner with preferred and supported vendors to drive solution adoption and support vendor-specific goals.
• Ensure timely, high-quality turnaround of bills of materials, scopes of work, and other sales-related deliverables in alignment with established SLAs.
• Serve as Project Lead Engineer (PLE) on select large-scale and complex engagements, providing technical leadership and architectural oversight.
• Guide Engineering teams during delivery to ensure architectural integrity, quality standards, and alignment to the sold solution.
• Partner with Project Management as needed to support technical planning, risk identification, and solution clarification, without assuming project management or status reporting responsibilities.
• Define, maintain, and evolve reference architectures that standardize solution design, enable repeatable presales execution, and support scalable delivery across regions.
• Work collaboratively within regional and cross-regional practices, maintaining alignment to utilization and growth goals.
• Maintain current industry and vendor-specific certifications and stay informed on emerging solutions for both presales and delivery impact.
• Mentor and develop engineers through our accelerated mentorship program to strengthen regional presales and delivery capabilities.
• Collaborate with Sales leadership on technical strategy alignment and presales training programs.

Data Analyst

• Develop, deploy, and maintain BI interfaces
• Transform data into meaningful information for business decisions
• Create dashboards and visual depictions of data to reveal patterns, trends, or correlations
• Identify and expand opportunities within client environments
• Provide consulting services to clients on data strategy
• Design the process for customer data collection and modeling
• Lead BI software development, deployment and maintenance
• Conduct end user training on BI tools

Senior Data Analyst

• Lead all presales efforts across assigned region(s), market(s), or technologies as a technical overlay, aligning with regional targets.
• 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.