Shorthand

• Drive customer success by ensuring clients achieve their business outcomes through effective Shorthand adoption while serving as a trusted strategic advisor. • Become an expert in using Shorthand. • Establish and revise goals each customer is aiming to achieve with Shorthand, and track progress towards those goals. • Be the go-to person for customer accounts assigned to you, and develop deep relationships with key personnel in your growth accounts. • Educate customers on how to use the platform and quickly help them to understand the value proposition of Shorthand for their business. • Lead co-creation sessions and provide specific story feedback to customers. • Guide and advise all customers as required. • Provide an outstanding customer experience at all times. • Provide feedback on customers, customer experience, performance and outcomes when requested. • Quickly and efficiently answer customer questions, resolve issues or escalate them to the correct person via relevant customer communication platforms daily. • Triage customer communication to the correct person/team when required. • Handle basic account admin for customers and ensure all customer data is up-to-date. • Run webinars and demos, and record/edit short tutorial videos. • Assist with creating or maintaining training materials and resources, guided by your direct customer interaction and experience. • Identify and escalate customer growth opportunities to Sales. • Collaborate daily with colleagues in Customer Success, Sales, Growth & Marketing, Engineering, Technical Support and Finance. • Report bugs and potential platform improvements. • Use relevant tools for daily customer interactions, light data analysis and administrative duties (including but not limited to Front, Elevio, Pipedrive, Chargebee, Notion, Linear, Shorthand Community).

Who We Are…At zLinq, we value having fun, getting results, and building trust. We help enterprises modernize communications across cloud, connectivity, collaboration, and managed services. Our team solves complex challenges in a dynamic, high‑growth environment. If you want to join a team where you’re able to grow your career and make a direct impact on customers’ digital transformation, reach out to us! Who You Are… - You are a detail‑oriented telecom engineer with 5–9 years of experience in telecom, VAR, or managed services. - You have domain experience in a majority of these pillars: Voice Services, Data Services, Analog Solutions, Next-Gen Data Networking, Managed Network Security Solutions, Collaboration Solutions, UCaaS and CCaaS Solutions, Datacenter Modernization, Managed Wireless and Mobility Services and Hosted Desktop as a Service. - You excel in customer discovery, solution design, and explaining complex environments in simple terms. - You bring strong communication skills, technical curiosity, and a consultative, trusted‑advisor mindset. What You Will Do… - In this role, you will support clients through the modernization of their communications and network environments. - You will conduct discovery, design future‑state architectures, evaluate vendors, build solution recommendations, and support demos and technical validations. - You’ll collaborate closely with Sales, Client Services, and Solutions Management to ensure customers receive clear guidance and a high‑quality technical experience. - You’ll also help retain and grow accounts by providing thoughtful technical leadership and identifying new opportunities. Our Culture Is Important to Us…Do our values resonate with your future career goals? We strive to deliver an inclusive work environment and aim for a higher purpose; we were named one of the “Best Places To Work” and one of Fastest Growing 50 companies in Denver. - Fast paced and rewarding environment that is intentionally designed to support strong work life balance, partnering with internal and external teams to drive clarity, value, and measurable outcomes within a structured and proactive operating model. Evening or weekend work is rare, and team members are encouraged to fully unplug during time off. - We encourage creativity – bring new ideas to the table and see them integrated into the business - Team building – we celebrate success and have quarterly events to focus on relationship building - Dynamic environment – be adaptable to change and be able to work in a fast-paced environment CompensationPer Colorado pay equity posting requirements, the base compensation for the Major Solutions Engineer is between $112,000 and $140,000 depending on the candidate experience level. The role also has a potential 10% bonus opportunity. If this role is hired in a location other than Denver, the compensation will be geographically adjusted.

• Work across a specific set of targeted and current enterprise client accounts, mainly based in the Americas, which includes new business, cross-sell and upsell; build and close a strong pipeline of opportunities. • Own the expansions and upsells across Shorthand in these client accounts. • Consult on personalized best practices across various channels, leveraging strategies and playbooks for each channel and each vertical. • Work collaboratively with Shorthand’s Customer Success, Sales, Channel Partner, Growth, Marketing, Product and Engineering teams to ensure successful sales outcomes leading to happy clients. • Build long-term, strategic plans in collaboration with internal business partners to maximize clients' success with the Shorthand platform while driving revenue for Shorthand; understand C-level initiatives at strategic clients and how Shorthand’s solutions map to those objectives. • Forecast pipeline accurately, including expected close date, projected deal size, and projected deal probability. • Selling products or services to clients to increase sales volume or profits for the company. • Monitoring client satisfaction with current products or services to determine if adjustments are needed. • Identifying new business opportunities with existing clients or potential clients. • Developing long-term relationships with key clients to increase sales and broaden the company’s reach within the industry. • Negotiating prices and terms of sale with clients on behalf of the company. • Contacting clients regularly to ensure they are satisfied with their purchase experience. • Developing proposals and presentations to meet clients’ needs. • Coordinating with other departments within the company to deliver high quality products and services to clients. • Following up with clients after the sale to ensure they are satisfied with their purchase.