Technical Success Manager

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Summary

The Technical Success Manager (TSM) is a customer-facing leader responsible for ensuring customers achieve their business and technology objectives. The TSM drives solution adoption, optimizes performance, and identifies opportunities for technology evolution, including cloud transformation and AI-driven enhancements. This role provides technical governance, proactive solution planning, and escalation support while collaborating with internal teams to enhance service delivery and align technology solutions with business goals.

Essential Functions

Serve as a trusted advisor, aligning customer needs with enterprise communication and contact center solutions
• Assesses business challenges and technology gaps proactively, recommending optimized architectures for efficiency and cost savings
• Assists in development and execution of customer success strategies, ensuring solution adoption, performance optimization, and continuous improvement
• Guides customers in modernizing their infrastructure, supporting migrations to hybrid and cloud-based solutions
• Provides technical oversight and mentorship to engineering teams, ensuring efficient incident resolution and system reliability
• Leads strategic planning sessions to explore enhancements, integrations, and modernization opportunities
• Identifies and addresses scalability, reliability, and security challenges, ensuring long-term system resilience
• Recommends and guides customers in creating and adopting technology in acknowledging and building lifecycle goals and objectives
• Acts as the final escalation point for critical technical issues, ensuring timely resolution of mission-critical incidents
• Guides the implementation of best practices in monitoring, automation, and predictive analytics to minimize disruptions
• Oversees technical governance, ensuring all deployments and upgrades adhere to security policies, compliance standards, and industry best practices
• Leads post-incident reviews and root cause analysis (RCA) to improve resilience and prevent recurring issues
• Maintains comprehensive technical documentation, including architecture diagrams, integrations, and service histories
• Develops a knowledge repository to empower customers and support teams with self-service capabilities
• Provides customer training to maximize the value of their technology investments
• Generates and presents executive-level reports with insights on system health, optimization opportunities, and future roadmaps
• Acts as a technical bridge between customers, engineering teams, and solution architects
• Partners with sales and account teams to identify opportunities for technology expansion and enhanced solution adoption
• Advocates for customer needs within the organization, influencing product development and service enhancements
• Guides customers on adopting full-stack solutions, collaboration tools, and cloud-based services

Required Qualifications

• Strong expertise in enterprise communication and contact center solutions across multiple vendors, including Avaya, Genesys, Cisco, and other industry-leading platforms
• Experience designing, implementing, and optimizing multi-vendor VoIP, Unified Communications (UC), and Contact Center (CCaaS/CXaaS) solutions
• Deep understanding of SIP, VoIP protocols (H.323, MGCP), QoS, and network infrastructure supporting enterprise telephony
• Experience with cloud migration, AI-driven automation, and omnichannel contact center solutions
• Familiarity with hybrid and cloud-based collaboration platforms (Webex, Genesys Cloud, Amazon Connect) is a plus
• Proven experience leading customer success initiatives and driving technology adoption
• Ability to translate technical solutions into business value, ensuring alignment with customer objectives
• Experience in change management and solution lifecycle planning
• Strong relationship-building and stakeholder management skills
• Ability to communicate complex technical concepts to both business and technical audiences
• Proactive, solutions-oriented mindset with a passion for customer success

Desired/Preferred Qualifications

• ITIL v4 Certification
• AWS, Azure, or Cloud Certifications
• Cisco Certified Network Professional (CCNP) - Collaboration or Enterprise
• Cisco Certified Internetwork Expert (CCIE) - Collaboration
• Avaya Certified Support Specialist (ACSS)
• Avaya Certified Solutions Architect (ACSA)
• Genesys Cloud Certified Partner (CCP)
• Genesys Professional Certification (GCX-GCP)
• Genesys Architect Certification (GCX-ARC)
• Genesys WFM Certification (GCX-WFM)
• Genesys Outbound Certification (GCX-OD)

Required Competencies and Key Behaviors

C1 BENEFITS

* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
* HSA with + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision (2 plans: 12-month and 24-month frames allowance)
* FSA Plans (Healthcare, Dependent care and Limited Purpose)
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Term Disability
* Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Wellness via Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Volunteer Time Off

* On Demand Pay (Daily Pay)

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Notice of E-Verify Participation

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf>

Right to Work

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf