UC Technical CSM
Plano, TX

Job Description

Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications.

With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.

Mitel is looking to add a Technical Customer Success Manager to our team.

The Technical Customer Success Managers (TCSM) primary role is to be a trusted technical advisor for Mitel UC customers. The TCSM ensures customers are wildly successful with all facets of the Mitel UC solution regardless of the customers size, complexity. The TCSM works directly with the customers during all post sales phases of the customers life cycle and during that time build deep professional relationships through the customers organization. The TCSM is a leader in the company, they are trusted with the largest and most complex Mitel accounts. They possess a positive "can do" demeanor and are highly motivated to ensure their customers success.

The TCSM will also be part of a services delivery team that will provide essential technical services to UC customers and internal Mitel organizations.

Success in this role requires the ability to understand a customer's complex business needs and drivers then formulate a strategic solution to these requirements. The TCSMs will be charged with driving to resolution complex technical problems that will often require cross functional engagements while ensuring a positive customer experience.

If you want to be a part of a highly respected team that will truly appreciate your dedication and hard work, then consider this position and a career at Mitel. Here, you can dramatically shape everything from our daily operations to our global presence. The sky's the limit in what you can become involved with, given the motivation, desire, and dedication!

Responsibilities

Strategic Technical Advisor - You will be required to evaluate a customer's current business communication strategies and current business needs/drivers then provide guidance on how best the customer's can leverage the Mitel UC solution. This requires a deep level of industry knowledge as well a comprehensive understanding of the Mitel UC product portfolio, solution features and uses. You will be tasked with making the appropriate strategic recommendations and ensuring the current solution architecture is designed appropriately to support the needed enhancements, businesses requirements, and drivers. You will own the end to end success and adoption of the Mitel UC solution being delivered.

Tactical Engagements - You will be tasked with being the champion for UC product issues ensuring timely resolutions as well as implementation of the required resolution. You will manage customer crisis with the Mitel UC solution ensuring all parties are engaged and informed. You will drive resolution, drive assigned actions and working cross functionally as needed. You will be expected to do deep technical troubleshooting as needed to assist in resolving product issues.

Account Management - You may be tasked with conducting recurring calls with customers, provide semi-annual executive business reviews, conduct site visits and be the single point of contact for most of the customer's needs. You will work to build deep professional relationships with the customers staff from the "C" level down to the IT/Telecom team. You may also be required to provide high level project management, ensuring all required steps with the Mitel UC solution are being executed as outlined.

Knowledge Building/Mentoring - You will be expected to provide technical consulting and training to both the customers IT staff as well as cross functional teams. This mentoring/training will be based on the Mitel UC products and industry knowledge as it applies to Mitel UC solutions. You will also provide ad-hoc technical mentoring to drive UC growth, retention and adoption.

Service Delivery - You will be required to delivers services to Mitel UC customers and internal Mitel teams. These services will provide technical consultation with prescribed engagement models and defined deliverables. The services will be rendered both for a fee and gratis to customers and internal Mitel teams. These services will be primarily delivered remotely with the occasional onsite customer visit.

Key Attributes

* Customer Centric - Customer comes first
* Very Technical
* Independent - Little to no supervision required for success
* Self-motivated - Wants to be the "Go to Person"
* Comfortable in stressful situations
* Strong diagnostic acumen
* Communicates well written and verbally - Create training, public speaking, ability to tailor messaging based on audience
* Multitasker - Manage multiple accounts and project simultaneously

Required Work Experience

* 8+ years directly supporting, designing, implementing VOIP or SaaS solutions
* 8+ years directly interfacing with customer
* 8+ years conducting diagnostics support of technical solutions (VOIP, SaaS, Network Applications)
* 8+ years deploying or managing data networks or network applications

Desired Experience and Education

* Supporting SaaS or UC solutions
* Cisco certifications such as CCNA, CCNP, CCIE
* ShoreTel/Mitel MiVoice Connect, MiVoice Business or MiCloud Flex platform support and or deployment

Travel

Up to 50%

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.