CommandLink

Customer Success Manager

• Focus on business development and customer retention through consistent customer contact, QBRs, and management of a base of CommandLink customers
• Maximize customer experience, grow the business through upgrades and product cross-selling, and maintain low customer churn
• Cultivate a broad understanding of CommandLink’s products, technology, software, and support methodology
• Use proprietary software tools to maintain regular customer communication, track technology initiatives, and grow partnerships with mid-market and enterprise customers
• Serve as a trusted point of contact for assigned customers’ questions and action items
• Respond quickly and communicate effectively throughout the customer lifecycle
• Implement strategic initiatives to identify product cross-selling opportunities and collaborate with resources through the sales cycle to win additional business
• Manage CRM, quote tool, sales play automation tool, and KPI dashboards to achieve metrics
• Support company culture and take on additional responsibilities and projects as needed

Director

• Collaborate with the VP of Sales and other Sales Leadership to establish go-to-market strategy, sales, and growth goals
• Exceed sales objectives and quotas for senior-level sales professionals
• Use established relationships with Channel and business partners to identify, cultivate, and procure new and existing business within the assigned region
• Own the channel sales cycle, including prospecting, qualifying business, demonstrating key advantages, product/solution demonstrations, negotiating, and closing sales
• Prepare agent and customer sales proposals
• Educate subagents on Command|Link products, services, processes, and procedures
• Lead education on the company value proposition and establish training timelines and expectations to activate new subagents
• Expand current customer relationships and identify new customers
• Take on additional responsibilities and projects as needed to support the team and organization
• Spend approximately 50% of the role on business development and 50% on selling

Channel Director

Analyst

• Use Excel to analyze data, identify discrepancies, and spot cost-saving opportunities
• Support cost tracking, reporting, and documentation activities
• Help build and improve processes for auditing and reconciliation
• Assist in managing projects by organizing tasks, keeping things on track, and meeting deadlines
• Work with other teams to gather information, ensure accuracy, and solve problems
• Create reports and dashboards to summarize findings for leadership
• Participate in special projects and ad hoc analyses as needed
• Take on additional responsibilities and projects to support the success of the team and organization

Cost Optimization Analyst

Billing Specialist

• Promote company core values and foster positive relationships with customers
• Manage billing email inbox, including responding to customer billing inquiries and change requests
• Process and post paper checks, deposits, and electronic payments
• Manage service disconnects, customer success, and billing cases within the CommandLink Platform
• Monitor overdue accounts and conduct proactive collection calls as necessary
• Manage overage billing review and processing, ensuring accurate identification and application of customer overages within billing cycles
• Apply credit risk data from Creditsafe and Dun & Bradstreet reporting tools to collections strategy and account management decisions
• Manage collections escalations, including coordination with outside collection agencies and legal teams as needed
• Leverage AI tools including Claude to automate billing workflows, generate payment and invoice snapshots, improve case documentation, and increase team efficiency
• Track and report on customer billing, cases, and payment activity, identifying trends and risks
• Analyze billing and collections procedures and identify opportunities for continuous improvement
• Document billing and collections processes to support team training and scalability
• Take on additional responsibilities and projects as needed to support the success of the team and organization
• Work closely with the Senior Billing Manager, finance, and operations teams

Billing & Collections Specialist

Network Engineer

• Lead SD-WAN design and architecture for enterprise clients, creating scalable and resilient network solutions
• Design, implement, and manage SASE solutions using Cato Networks, Fortinet, Versa Networks, and Cisco Meraki platforms
• Deploy and manage Cato SASE Cloud Platform for secure global networking and Zero Trust Network Access
• Configure and optimize Fortinet Secure SD-WAN and SASE solutions including FortiGate firewalls and FortiSASE
• Implement Versa SASE Platform combining SD-WAN, security, and cloud access capabilities
• Deploy and manage Cisco Meraki cloud-managed SASE solutions including MX security appliances with integrated SD-WAN
• Design secure remote access solutions using SASE architecture for distributed workforces
• Mentor and provide technical guidance to managed services engineers, sharing best practices and expertise
• Integrate UCaaS solutions including MetaSwitch platforms with enterprise networks
• Implement Zero Trust security models across SASE deployments
• Develop and maintain network automation scripts and procedures
• Provide advanced engineering support and serve as technical escalation point
• Create detailed technical documentation, runbooks, and training materials
• Collaborate with Command|POD teams to ensure 100% uptime SLA compliance
• Perform network assessments and develop cloud-first transformation strategies
• Lead network transformation projects from legacy architectures to SASE/SD-WAN solutions
• Take on additional responsibilities and projects as needed to support the success of the team and organization

Senior Network Engineer

• Provide end-to-end support for customers with a focus on SDWAN, preferably Versa Networks, Internet, and related services
• Troubleshoot and configure basic LAN setups, including routers and firewalls, and Microsoft operating systems
• Support the provisioning and onboarding of new customers for managed services
• Collaborate with vendors to resolve support issues and ensure smooth service delivery
• Own support issues from start to resolution, ensuring customer satisfaction with clear communication and expert problem-solving
• Maintain excellent customer relationships by delivering outstanding support and going the extra mile
• Mentor and train fellow engineers on complex technical issues and solutions
• Manage and troubleshoot SDWAN networks, business data circuits, VoIP services, VPNs, managed routers, firewalls, and other custom-managed services

• Provide end-to-end support for customers with a focus on SDWAN, Internet, and related services
• Troubleshoot and configure basic LAN setups, routers, firewalls, and Microsoft operating systems
• Support provisioning and onboarding of new customers for managed services
• Collaborate with vendors to resolve support issues and ensure smooth service delivery
• Own support issues from start to resolution
• Maintain excellent customer relationships through outstanding support and clear communication
• Mentor and train fellow engineers on complex technical issues and solutions
• Manage and troubleshoot SDWAN networks, business data circuits, VoIP services, VPNs, managed routers, firewalls, and other custom-managed services
• No travel to customer locations is required