Mitel

• Working in the SAP Business Analyst area, responsible for providing tier 2 support and mentoring in the SD areas of SAP; specific focus provided at Month End and Quarter End periods. • Conduct analysis, design, evaluation, modification, testing and implementation of the SAP enterprise-wide systems in the SD functional area • Responsible for project work on SAP ranging from end-to-end management of small enhancements to contributing to large implementations on SAP • Ensure compliance with Mitel Change Management processes • Understanding of order-to-cash (O2C) flows and logistics. • Implement new and support existing EDI solutions • Implement new and maintain existing business solutions in the SAP SD area based on an analysis of the business Requirements • Build professional relationships with clients, management and team members located in various locations worldwide, to ensure efficient delivery of support, projects and enhancements • Close integration with other SAP modules (FI, CO, MM, and WORKFLOW) and other SAP Business analysts in a small group • Deliver clear and detailed specifications, and keep close communication with ABAP development team • Conduct analysis of system specifications and uses the latest analysis/diagramming tools to represent business/technical processes • Develops conversions and implementation plans using tools such as ECATS and LSMW. Prepares and obtains approval of system and programming documentation • Recommend changes in development, maintenance and system standards • Coordinates system upgrade activity internally or externally, client-focused, working in conjunction with Professional Services and outsourcing functions.

Role Description We are seeking a dynamic and results-driven Named Account Manager to join our team. This role is dedicated to one of Mitel’s largest strategic channel partners and is responsible for driving revenue growth, increasing market share, and expanding Mitel’s presence within the partner’s customer base. - Work closely with the partner’s sales organization to identify, develop, and close competitive displacement opportunities. - Execute joint account strategies that generate incremental Mitel bookings. - Serve as the primary liaison focused on the end customer base, helping uncover opportunities, influence customer outcomes, and accelerate revenue growth. - Requires strong collaboration skills, a consultative sales approach, and the ability to navigate complex customer environments. - Build executive-level relationships across the partner organization and their customers. - Proven track record of driving direct customer revenue through channel partnerships. - Manage and penetrate strategic accounts, successfully displacing competitive solutions within enterprise and mid-market organizations. Qualifications - Bachelor’s degree preferred; or high school diploma with relevant industry experience. - 5+ years of consultative technology sales experience, preferably within Unified Communications, Contact Center, Collaboration, or Cloud Communications solutions. - Proven success working with channel partners, strategic alliances, or indirect sales models. - Demonstrated experience driving competitive displacement opportunities and replacing incumbent communication platforms. - Experience managing a $3M+ annual quota or equivalent revenue responsibility. - Strong understanding of enterprise sales methodologies, account planning, and opportunity management. - Experience collaborating with partner sales organizations to develop pipeline and drive bookings. - Knowledge of cloud communications, hybrid environments, virtualization technologies, and data center infrastructure. - Familiarity with competitive solutions including RingCentral, 8x8, Cisco, Avaya, Zoom, Dialpad, Microsoft Teams, and other communications platforms. - Strong business planning, territory planning, and strategic account management skills. - Excellent communication, presentation, negotiation, and relationship-building abilities. - Proven ability to influence multiple stakeholders and navigate complex sales cycles. - Proficiency with CRM platforms and sales management tools. - Ability to work independently while collaborating effectively across partner and internal teams. - Willingness to travel as required to support partner and customer engagements. - Preferably based on the East Coast of the US. Requirements - Achievement of assigned bookings and revenue targets. - Growth of Mitel market share within the partner’s customer base. - Competitive displacement wins and incumbent replacement opportunities. - Pipeline generation and opportunity progression. - Increased partner engagement and joint selling activity. - Executive relationship development within the partner organization. - Customer satisfaction and retention outcomes. Benefits - Comprehensive benefit program including affordable Medical, Dental, Vision, Life and Disability Insurance. - Matching 401(k) plan. - Paid time off (holiday, vacation, and sick). - Employee Assistance Program. - Reward and Recognition Programs. - Benefits may vary based on full-time or part-time employee status.

• Recruit for multiple positions on an international scale (North America, LATAM, and international) • Develop sourcing strategies, produce target list of candidates for current live roles • Actively search for candidates via internet, internal/external databases, industry publications, cold calling, networking referrals, systems etc. and investigate new/creative sourcing ideas • Track candidate pipeline, priorities, and performance data to share with internal stakeholders • Partner with HR Business Partner on candidate selection, compensation, and recruitment strategy • Guide and support in the continuous improvement of our talent attraction methods and processes • Partner with business areas for proactive working and collaboration to ensure alignment in planning resources • Market local recruitment events to attract and engage the best candidates in the local market

• Assist the leader of the supply chain with driving business transformation • Drive any day-to-day issues to support the leader of the supply chain. • Gate keeper to all improvement initiatives. • Assist in defining roadmaps for the future supply chain. • Ensure all transformation initiative take best in class practices for future supply chain goals. • Coordinate senior directors and vice presidents involved in supply chain transformation. • Provide regular readout to leadership and sponsors. • Manage the financial aspects of supply chain operations • Provide thought leadership and facilitate cross functional problem solving across company's supply chain network • Drive proper reporting of financial benefits of transformation programs into finance.

• Manage projects in accordance with contractual time, cost and quality requirements • Work with customers to identify requirements, project planning, evaluation and overall customer support • Responsible for scheduling and management of resources and delegation of tasks • Provide and execute on a detailed onboarding plan with customers • Set and meet critical onboarding deadlines with customers • Work on telecommunications system installations; typically for business in the SMB space. • Update and maintain internal customer record data base with all the information on customer orders for onboarding coordination and billing purposes • Working with clients to gather information and set up porting from their existing carriers, and develop secondary port solutions • Develop and implement call flow design to meet customer’s requirements • Ensure that call-flow programming and QA is completed leading up to customer go-live • Maintain an in‐depth understanding of Mitel’s capabilities, services and business impact points to effectively communicate within Mitel and to clients • Provide assistance to internal and external customers on how to use Mitel services/features • Conduct a post-deployment debriefing meeting with the customer to ensure the deployment has met all the customers expectation • Ensure custom solutions are documented for the Mitel Customer Success Team and Support teams, and ready to accept accountability for the customer after successful implementation • Resource for team members who work on other projects that may need additional assistance. • Follow project management guidelines and procedures to attain individual and team wide Net Promoter Score.

• Directs and oversees the installation, service, and ongoing support processes of the direct customer base • Meets or exceeds established regional and corporate financial and customer satisfaction goals • Provides leadership for the Field Service Operations group including Service, Installation, AMC, and System Implementation groups • Continuously delivers exemplary service to all internal and external customers • Acts as the escalation point for customer, technical, and support related issues • Identifies and projects necessary resources including requirements for manpower, capital expenditures, and inventory • Analyzes and audits financial documents to ensure profitability • Interfaces and provides support, pricing, configuration, labor and equipment requirements to the Sales and Systems Engineering departments • Identifies, selects, and approves payment of subcontractors for installation or repair services • Addresses personnel issues including hiring, disciplinary actions and terminations

• Ensure contractual service levels are met or exceeded, with proactive monitoring and issue management. • Lead regular service reviews, providing performance reporting and driving actions for service improvement. • Act as the primary operational contact for key customer accounts, ensuring consistent service delivery and customer satisfaction. • Collaborate with internal teams and partners to align service delivery with customer expectations and evolving business needs. • Work closely with Account Management to ensure alignment between service delivery and commercial strategy, supporting customer retention, renewals, and growth opportunities. • Drive a positive customer experience by actively gathering, analysing, and acting on customer feedback to improve service quality and strengthen relationships. • Provide regular account management information and service insights to the Head of Service Delivery to support strategic decision-making and continuous improvement initiatives. • Provision of monthly performance reports, detailing Mitel’s performance within the SLA • Work closely with Commercial, Account Management, and Renewals Teams to ensure that renewals are not only secured but also profitable. • Actively monitor and manage contract margins, identifying and implementing cost efficiencies without compromising service quality • Collaborate with commercial and finance teams to ensure billing accuracy and profitability.

• Partner with enterprise sales, pre-sales engineers, and delivery teams to define and design tailored service solutions (Professional and Managed Services) for large, complex customer environments • Lead the services discovery process, identifying customer objectives, technical requirements, and operational constraints • Architect comprehensive services proposals that include deployment, migration, integration, adoption, and lifecycle management components • Design Managed Services models that include monitoring, proactive maintenance, optimization, and ongoing technical management • Build detailed Statements of Work (SOWs), service definitions, and solution blueprints that align with customer expectations and internal delivery capabilities • Collaborate with Product Management and Operations to standardize and scale repeatable service offerings while maintaining flexibility for customization • Provide subject matter expertise during customer presentations, executive reviews, and proposal negotiations • Ensure service solutions are technically sound, financially viable, and operationally deliverable • Serve as a trusted advisor to enterprise customers, guiding them through service transformation and managed services adoption • Maintain a deep understanding of industry trends, frameworks (ITIL, ISO, etc.), and emerging technologies to ensure service innovation and competitive differentiation.

• Serves as a technical implementation resource when custom solutions are part of Mitel product’s solutions deployment • Responsible for the selected elements of the solution lifecycle deployment potentially including design, development, testing, end user testing support, and in-service support • Assists the Custom Solution Integration Projects on an individual basis • Creating and getting customer approval of the Solution Design Document (SDD) • Develops the custom solution or reporting application based on approved SDD specification • Completes the installation of the custom solution system software and unit test • Provides system and end user support testing • Supports In-service time commitment per the Statement of Work • Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers • Submit all paperwork associated with jobs including time spent per activity and weekly expense reports • Custom Contact Center Integration Solutions design and deployment • Custom Solutions design and deployment including Interfaces and Reporting • Implementation and Configuration of Custom Professional Services Tools (CRM Connectors, Dialers, etc.) • Custom IVR Web Application Interfaces design and deployment • Additional responsibilities as the position requires.

• Working in the SAP Business Analyst area, responsible for providing tier 2 support in the MM areas of SAP • Propose and recommend value-added solutions to meet user needs. • Configure the MM module and design new transactions/tables/jobs. • Design and manage the interactions with the rest of the modules. • Provide post-implementation support. • Responsible for project work on SAP ranging from end to end management of small enhancements to contributing to large implementations on SAP.