Velocity

Role Description Velocity is seeking a 3rd Shift - Call Center Tier 1. The 3rd Shift – Call Center Tier 1 is responsible for providing baseline overnight Tier 1 support for incoming layer 1 interactions in the call center. The ideal candidate will be an excellent communicator with the ability to remain calm and composed in challenging situations and take appropriate actions with little supervision while handling entry level, inbound, Tier 1 calls and overnight ticket monitoring. Candidates must also be adaptable in handling a variety of tasks, be self-motivated and able to manage T1 workflow with little oversight and supervision. This role will provide training both in-person and remotely as the need arises. Must be able to work one weekend day each week and the following hours: 11:30pm-8am, Off Fri, Sat. Primary Duties and Responsibilities - Answer inbound customer calls in a prompt and professional manner. - Analyze problems with customer equipment in a very rapid manner. - Analyze tickets and follow protocol to determine next steps including immediate outreach and/or escalation. - Correctly escalate tickets to appropriate team(s) to resolve issue. - Create or update tickets for every interaction received ensuring that tickets are updated properly with proper notes throughout the interaction. - Provide accurate and timely notes of all procedures performed while attempting to resolve the issue. - Perform other chat functions and/or duties as assigned. Skills and Abilities - Provide excellent communication. - Remain calm and composed in challenging situations. - Provide outstanding customer service with a focus on empathy, compassion, and service orientation. - Take appropriate actions with little to no supervision. - Have a passion for providing solutions to customers. - Consider yourself well organized. - Have excellent telephone etiquette and communication skills. - Have experience with Microsoft Office software. - Detail oriented with the ability to follow ticket protocol. - Can multitask. Qualifications - Obtained a High school diploma or GED. - Have a passion for providing solutions to customers. - Consider yourself well organized. - Have excellent telephone etiquette and communication skills. - Have experience with Microsoft Office software. - Are able to multitask. Benefits - Medical, Dental, Vision - PTO & Paid Holidays - Paid Parental Leave - 401K – with Employer Match - Company provided Life Insurance, Short/Long-Term Disability - Supplemental Benefits Available

Role Description Velocity is recruiting for a dynamic Project Manager II. The Project Manager II will provide project planning, project organization, project execution, and project management for efforts, mainly focused on customer-related projects such as: - Project managing Proof of Concepts - Pilots - Early-stage rollouts - Overall rollouts Strong candidates would have an aptitude for thinking outside the box, enjoy critical thinking, organization, customer management, and overall team management. The Project Manager II should be experienced in managing multiple concurrent efforts and flexible working in a fluid environment. Success in this role is measured by the PM’s ability to ensure that projects are completed to specification, within an established time frame and budget while skillfully managing customer expectations and building or maintaining a strong professional relationship. This position provides overall project planning, project organization, project execution, and project management for efforts within the company in coordination with stakeholders (internal/external), Velocity teams, and customers. This position can be performed fully remote, but there is a hiring preference for the Charlotte/Mooresville, NC or Holland, Ohio areas. Qualifications - 5-10 years’ experience delivering infrastructure/deployment solutions in the role of project manager - Proficiency in Smartsheet, Microsoft Excel/Project, and O365 suite - Experience running POC and pilot efforts for customers - Problem-Solving: Proactively identifying risks and mitigating site issues - Communication: Presenting to executive stakeholders and coordinating cross-functional teams - Ability to respond to customers in an expeditious manner - Strong client-facing and teamwork skills - An ability to prepare and interpret flowcharts, schedules, and step-by-step action plans - Demonstrate ability to work cooperatively with other departments - Experience in getting tasks done through others (influence) - Demonstrates ability to work in a fast-paced working environment - Professional personal presentation Requirements - 5–10 years of experience in structured cabling, low-voltage construction, or telecommunications project management - Experience managing IT infrastructure/deployment projects in a customer-facing environment - Analytically adept and technically savvy - Bachelor's Degree in IT, engineering, or business - PMI certification Benefits - Medical, Dental, Vision - PTO & Paid Holidays - 401K – with Employer Match - Paid Sick Time - Company provided Life Insurance, Short/Long-Term Disability - Supplemental Benefits Available

Role Description Velocity is seeking a detail-oriented and technically skilled HubSpot Administrator to manage, optimize, and scale our HubSpot ecosystem. This role requires someone who is analytical and data-driven, highly organized, and able to clearly communicate technical concepts across teams. This role will be responsible for maintaining CRM integrity, building smart automations, supporting marketing and sales operations, and delivering reporting insights that improve business performance. The ideal candidate brings a strong process‑optimization mindset, operates as a proactive self-starter, and approaches the HubSpot environment with an ownership mentality to continuously enhance efficiency and alignment across the organization. Qualifications - 2 - 4+ years of hands-on HubSpot administration experience required - Strong understanding of CRM structure and automation logic - Experience with workflows, lead scoring, reporting, and dashboards - Experience supporting both Marketing and Sales teams - Verbal and written English communication skills (minimum B2 level using the CEFR scale) - Highly detail-oriented and process-driven - Experience with data imports/exports and data hygiene best practices - HubSpot Certifications (Admin, Marketing Hub, Sales Hub) preferred - Experience with integrations (Zapier, Salesforce, APIs) preferred - Basic HTML/CSS knowledge preferred - Experience in B2B environment preferred - Experience working remotely with US-based teams preferred Requirements - Manage day-to-day administration of HubSpot (Sales, Marketing, and Service Hubs) - Maintain data hygiene, lifecycle stages, lead statuses, and pipeline integrity - Create and manage custom properties, objects, workflows, and automation - Build and optimize lists, reports, dashboards, and attribution tracking - Implement lead scoring and segmentation strategies - Monitor integrations (e.g., Salesforce, Zapier, third-party tools) - Build and deploy email campaigns, landing pages, and forms - Manage workflows and nurturing sequences - Support campaign tracking and performance analysis - Ensure proper tracking (UTMs, conversion tracking, etc.) - Manage pipelines and deal stages - Support sales automation and task creation - Maintain reporting dashboards for revenue tracking - Assist with forecasting and sales performance metrics - Develop and maintain executive dashboards - Ensure accurate reporting across marketing, sales, and service - Identify process gaps and recommend system improvements - Conduct regular data audits and cleanup - Document processes and CRM governance standards - Train internal users on HubSpot best practices - Recommend new tools or features to improve efficiency - Stay current on HubSpot product updates and enhancements Benefits - Collaborative work environment - Opportunities to make an impact - Focus on technology and customer experiences Company Description Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Velocity is seeking to hire a VP of Customer Success. The Vice President of Customer Success is a strategic executive responsible for leading the company’s customer lifecycle strategy, ensuring exceptional customer experiences while driving retention, expansion, and long-term revenue growth. This leader will oversee all Customer Success functions including onboarding, customer lifecycle management, retention, renewal strategy, and expansion opportunities across the company’s telecommunications and managed services portfolio. The VP of Customer Success will work cross-functionally with Sales, Product, Service Delivery, and Operations to ensure seamless transitions from sale to implementation through ongoing customer engagement. The ideal candidate has deep experience in telecommunications and managed services environments, with a strong understanding of recurring revenue models, complex service delivery processes, and enterprise customer relationships. This role supports customers across a wide range of industries, requiring the ability to understand diverse business needs and deliver solutions that drive measurable value across different vertical markets. Qualifications - Bachelor’s degree in Business, Telecommunications, IT, or related field. - 10+ years of telecommunications industry experience. - 10+ years of leadership experience in Customer Success, Account Management, or Customer Experience roles. - Experience in telecommunications or managed services environments required. - Proven success managing recurring revenue portfolios and driving retention and expansion. - Experience supporting customers across multiple industries and business environments. - Strong understanding of enterprise customer lifecycle management. - Experience building and leading high-performing customer success teams. - Demonstrated ability to collaborate cross-functionally with Sales, Product, and Operations leadership. - Experience with CRM and customer lifecycle platforms (HubSpot, Salesforce, Gainsight, etc.). Requirements - Define and execute the company’s Customer Success strategy across the entire lifecycle: onboarding, adoption, expansion, renewal, and advocacy. - Ensure seamless transition from sales to implementation and ongoing service delivery. - Establish scalable processes to support growth while maintaining a high-touch customer experience. - Support a diverse customer base across multiple industries, ensuring solutions are tailored to meet the unique needs of each customer environment. - Own customer retention metrics including Net Revenue Retention (NRR), churn reduction, and expansion revenue. - Develop strategies to increase customer lifetime value through cross-sell and upsell opportunities. - Partner with Sales leadership to drive coordinated expansion strategies within existing accounts. - Design proactive engagement models to ensure customers achieve measurable value from telecommunications and managed services solutions. - Develop customer health scoring frameworks and early-warning indicators to identify and mitigate churn risk. - Implement structured quarterly business reviews (QBRs) with key accounts. - Ensure the Customer Success organization understands the operational needs of clients across various industries and adapts engagement strategies accordingly. - Partner closely with Service Delivery, Network Operations, and Technical Support teams to ensure service performance meets customer expectations. - Improve handoffs between Sales, Customer Success, and Operations to eliminate friction in the customer experience. - Implement tools, automation, and analytics to improve customer lifecycle visibility. - Leverage AI and RPA to optimize operations to best support customers. - Build and lead a high-performing Customer Success organization including Customer Success Managers, account management teams, and onboarding specialists. - Establish performance metrics, training programs, and career development pathways. - Foster a culture of accountability, customer advocacy, and operational excellence. - Provide executive leadership with insights on customer trends, adoption metrics, churn drivers, and expansion opportunities. - Establish dashboards and reporting frameworks for customer lifecycle performance. - Use data-driven insights to inform service improvements and go-to-market strategy. Benefits - Medical, Dental, Vision - PTO & Paid Holidays - Paid Sick Time - 401K – with Employer Match - Paid Parental Leave - Company provided Life Insurance, Short/Long-Term Disability - Supplemental Benefits Available

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Velocity is seeking a dynamic individual to lead our Project Management Office team. The Director of Project Management Office (PMO) is primarily responsible for the company’s overall project management function, providing leadership, integration and management of Project Management processes and functions to improve the consistency and efficiency of Velocity’s project delivery. The Director of the PMO is responsible for setting standards for project management capabilities, success measurement criteria, methodologies, and tools to be used. The Director of the PMO will ensure that the PMO is a ‘Center of Excellence’ for the company that will nurture project management practitioners and share knowledge of industry best practices. The Director of the PMO will work independently with minimal supervision and collaborate with all cross-functional teams to accomplish required tasks, provide updates, and develop trusting relationships. In addition to leading the PMO, the Director of the PMO will also be asked to personally lead a selected number of strategic initiatives for the organization. Qualifications - Minimum 10+ years’ experience as a Project Management leader, budget management and dashboard reporting; proven record of innovative thinking and delivering projects with excellence. - Bachelor’s degree in business or technology or equivalent. - Experience leading teams with direct reports. - Experience in budget management and reforecasting to support annual planning and lead monthly reforecasting for project budgets. - Extensive experience with traditional and innovative project management processes, techniques, tools across agile, waterfall, iterative methods associated tools. - Experience implementing governance practices. - Experience in fast-growing mid-market or technology companies. Requirements - Scrum master or PMI certification. - Interest and passion for people development. - Experience implementing resource management practices. Benefits - Medical, Dental, Vision. - PTO & Paid Holidays. - Paid Sick Time. - 401K – with Employer Match. - Paid Parental Leave. - Company provided Life Insurance, Short/Long-Term Disability. - Supplemental Benefits Available.