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SVP, Professional Services

ConvergeOne

ConvergeOne

Sales & Business Development
United States · Remote
Posted on Monday, June 3, 2024

SVP, Professional Services

Job Locations US-Virtual Office
Position Type
Regular Full-Time
Requisition ID
2024-5992
Category
Information Technology

C1 Company Overview

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.

Overview

Summary

We seek an experienced and dynamic Senior Vice President (SVP) of Professional Services. This candidate will report to the Chief Customer Officer and ensure that C1 continues to provide best-in-class professional services that elevate connected Human Experiences. The candidate will be accountable for overseeing the successful delivery of the set of client engagements necessary to achieve the annual financial targets for all C1s professional services across all practices.

Specifically, this leader oversees all program and project efforts across contact center, unified communication, security, enterprise networking, data center, and IT lifecycle services. The ideal candidate will have strong P&L skills and proven skills in managing organizations with multiple $250M plus revenue streams across services and products.

Join our team and help us deliver exceptional customer experiences while enforcing the C1 values of Be Human, Be Bold, and Be One. We would love to hear from you if you are a strategic leader passionate about professional services and a track record of driving customer success.

Measures of success:

  • Meet and exceed all financial objectives (Revenue, Gross Profit)
  • Organic Growth, Customer Renewal, and Retention
  • Customer Satisfaction & Net Promoter Score (NPS)

Responsibilities

Essential Functions

  • Develops professional services and project management strategic plan, and operation best practices in collaboration with the executive team
  • Works closely with C1 Product and Innovation, Growth, and Sales teams to optimize C1’s service offerings by evaluating and strengthening current solutions and developing new ones
  • Establishes standards for services scope of work and quality assurance to ensure consistent and profitable practices across C1; implement processes for measuring and capturing change orders
  • Collaborates with Finance and Sales teams to improve order-to-cash performance, provide operational reporting and metrics, build budgets, and fulfill other reporting and measurement requirements
  • Oversee activities and performance; responsible for profit and loss (P&L) for professional services
  • Establishes consistent processes and infrastructure support across regions to ensure improved efficiencies and quality in overall solution delivery; earns the support and confidence of the Regional Sales Directors
  • Analyzes time data and utilization rates, identifies anomalies, and makes any required adjustments with maximized efficiency and cost-effectiveness across teams
  • Evaluates the organization's current competencies and develops a resource training plan to strengthen and position Professional Services in growth areas
  • Formalizes and tracks development planning to ensure that team member training and certifications meet or exceed industry standards
  • Works with the supply chain and contracts teams to establish partnerships with top-tier third-party resources for loyalty, responsiveness, favorable pricing, and exceptional service delivery to C1’s customers
  • Ensures robust feedback mechanisms to guarantee customer satisfaction and identify potential opportunities to support customer success

Required Competencies and Key Behaviors

Competency

Key Behaviors

Building Relationships

· Establishes and maintains support from key stakeholders in the business unit to identify, then achieve, objectives, values and outcomes

· Builds formal and informal professional networks, and extends these networks within and beyond business boundaries

Business Acumen and Knowledge of the Organization

· Solicits information on the organization’s direction, goals and strategy to determine how business initiatives can best add value to the organization

· Promotes decisions and recommendations on behalf of the business that are clearly linked to the organization’s strategy and financial goals,

· Rapidly resolves cross-business issues in a context-driven manner

Influencing Others

· Communicates business goals, objectives and priorities in a persuasive manner that builds support, agreement or commitment

· Takes actions that directly or indirectly influence others to create support, gain trust and motivate actions in others or win concessions persuasively

Strategic Planning and Thinking

· Develops business plans that meet the architecture/technology needs of the organization

· Considers:

· The organization’s priorities, strategies, and goals

· Emerging technologies

· Industry trends

· Economic viability

Results Orientation

· Engages business management in resolving trade-offs of time, cost, quality, risk and schedule constraints

· Ensures that goals are achieved

· Supports the swift resolution of issues and problems among teams

· Is resourceful, and takes calculated risks to achieve results

Qualifications

Required Qualifications

  • Bachelor’s degree in the field of computer science, business administration, or equivalent
  • 20+ years of management experience
  • Possessing advanced client interfacing skills based on a consultative model. Demonstrated success in increasing utilization, billings, and margins
  • Proven track record of creating and presenting innovative and intricate service-based solutions for clients
  • Strong staff management and experience working in a matrix organization with Shared Sales and Delivery resources
  • Exceptional leadership skills with the ability to develop and communicate the business vision and inspire and motivate staff
  • Effective influencing and negotiation skills in an environment that may not be in direct control of this role
  • Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills
  • Strong business acumen, including industry -specific knowledge of the enterprise and its business units
  • Understanding current and emerging technologies and how other enterprises employ them to drive their business
  • Excellent verbal and written communication skills, including explaining IT concepts and technologies to business leaders

Additional Information

C1 BENEFITS


* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off


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

Pay Range

$225,000 - $275,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.


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

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