Job Summary:

The HPBX Relationship Manager role focuses on providing post-installation training and support directly to customers, ensuring a smooth transition to Logix Hosted PBX products and services. They prioritize customer experience and serve as a single point of contact for 30 days post-installation, addressing escalations and questions. Collaborating closely with Sales Engineers, they identify product issues and contribute to product enhancement recommendations. Additionally, they coordinate with various departments to update resources, such as job aids and user guides, and work on creating new product offerings in alignment with marketing initiatives.

Competencies:

• Responsible for understanding and adhering to company policies and living the Logix values
• Deliver timely results, ensure output is accurate and of high quality, focus on reliability
• Build domain knowledge and awareness of industry best practices
• Aware of larger strategy; complete tactical actions to support strategy and can contribute to discussions
• Competent in own role; aware of adjacent roles
• Understand position in company's value chain and impact on other roles
• Understand and improve customer's perception of "me"
• Communicate clearly and ask questions for clarification
• Escalate risks to leadership

Supervisory Responsibilities:

• None

Logix Culture:

Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.

Duties/Responsibilities:

• Provides post installation training and support directly to customers related to Logix Hosted PBX products and services.
• Position is expected to be on the conference bridge with the onsite tech and HPBX Provisioning to assist with customer questions or issues during Install and Install/Conversion whenever schedule permits. For high profile or troubled conversions, the HPBX ARM may be onsite if needed. This must be approved by HPBX Manager.
• Follows up and provides in-depth training session within 1 week of install with end users.
• Sends the Customer, Installation Coordinator and Field Service Tech the “Admin/Username Email” with User Guides attached and give basic tutorials.
• Keeps the customer experience as the number one priority.
• Works closely with Sales Engineers to identify issues and augments needed for HPBX product.
• Grows/develops into SME on HPBX product and makes recommendations on how to simplify the product offering into 3-5 simple pre-configured offerings.
• Serves as single point of contact for 30 days post install for all HPBX customers for escalations and questions.
• Opens trouble tickets with NOC for any network issues customer is experiencing (Logix) at the request of customer and follows up with customer to assure 100% complete satisfaction.
• Opens trouble tickets with Momentum for any HPBX issues customer is experiencing using vendor ticket system.
• Works closely with Sales Engineering team to update and publish all HPBX job aids/user guides and videos to the Logix.com corporate website.
• Works with marketing department to create new product offerings to support evolution of the HPBX service offering.
• Works together with other HPBX ARMS to maintain PDMS notes.
• Fills in for other HPBX ARM during PTO or schedule conflicts.

Required Skills/Abilities:

• Strong knowledge of networking services, telephony, data center solutions - Required
• Capable of reading SIP traffic and troubleshooting SIP – Preferred
• Customer Premise Equipment knowledge from major vendors - Preferred
• Has a passion for customer service and is able to maintain a professional demeanor under any circumstance. Needs ability to de-escalate situations and focus on the fix for the issues.
• Has a drive for “excellence”.
• Follows industry trends through self-study and formal training sharing with team members and customers.
• Ability to work autonomously on multiple projects managing deliverables. Time management skills are critical for success.
• May require some after hour or weekend appointments based on when customer activations are scheduled.
• Outstanding organizational skills and ability to drive and self-manage large work volumes to meet customer demands.
• Effective presentation, communications and customer relationship skills oral and written are required.
• Ability to define problem(s), define seriousness of problem(s), collect data, and establish facts.
• Maintains positive attitude towards co-workers and customers.
• Maintains honesty and integrity in all dealings.
• Troubleshooting abilities.
• Exceptional presentation abilities utilizing PowerPoint and Visio.
• Outstanding skills in Word, Excel – must keep excellent records.
• Ability to operate a motor vehicle. Must have valid motor vehicle operator’s license and a responsible driving record.

Education and Experience:

• Bachelor of Arts or Science - Preferred
• 3-5 Years Minimum experience in VOIP or Hosted PBX Solutions - Required
• Industry Leading Certifications Preferred (Cisco, Juniper, Adtran) - Preferred
• Experienced in Wireshark-Preferred
• HPBX Engineering experience-Preferred
• SD-WAN, MPLS, SIP, IP routing and switching - Preferred

Physical Requirements:

While performing the duties of this job, the employee is regularly required to communicate by typing, reading, talking, and listening effectively. The employee will be required to work for extended periods of time at a desk on a computer and must be able to maneuver through office spaces as needed. Standing and walking are necessary. Must be able to lift items up to 20 lbs. Position may require daily driving in city traffic.

Job Type: Full-time

Application Question(s):

• How many years of experience do you have in VOIP or Hosted PBX Solutions?

Ability to Relocate:

• Texas: Relocate before starting work (Required)

Work Location: In person