NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.  

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Managing the contract obligation activities for assigned procurement vehicles, for NWN Carousel to both strategic and non-strategic contract organizations.
• Managing and driving change for existing State Telecom, VoIP, and Contract Center solutions working with Customer (i.e., CALNET,/DNCS, TEX-AN, etc).
• Creating implementation and operational processes for existing and future States for Telecom, VoIP, and Contact Center solutions witking with assigned Customer and internal NWN Carousel entities for collaboration solutions.
• Managing an assigned group of procurement behicles (NASPO, Statewide).
• Understanding SLAs, T&Cs, and User Instructions.
• Maintain current catalog for assigned contracts.
• Managing customer relationship throughout ALL engagement phases. Establishing reasonable customer expectation(s) through proactive and consistent communication and reporting. Help customers realize their full potential with NWN and by strengthening the client relationship and improving the overall customer experience.
• Establishes partnership with key stakeholders to ensure that the programs are aligned with the business priorities and performance is properly measured to meet organizational objectives and goals.
• Establishes presence (on-site or remote) at the customer location.
• Acts as a trusted advisor and liaison, actively advocating on behalf of the customer within NWN Carousel.
• Acts as point of escalation for the Customer Agency.
• Ensures development and/or adherence to established change management practices, either the customer’s or NWN Carousel’s.
• Ensures development and/or adherence to an established communication plan, including facilitation of meetings including but not limited to:
• Status meetings – daily, weekly
• Monthly performance review(s)
• Quarterly business review(s) both with the customer and NWN Carousel Management
• Work with Manager of Contracts Team, Senior Vice President and Operations Teams to drive strategy for the assigned contracts; supporting growth while minimizing compliance risk.
• Communicate compliance issues to management in a timely manner; work with Manager of Contracts Team as needed to prioritize the largest NWN Carousel Prime Contracts.
• Proactive engagement with local management team to acquire support for Finance, PMO, Customer Success  and Offerings Implementation. 

Additional job responsibilities include, but are not limited to:

• Maintaining an appropriate level of technical and business knowledge. Understands the changing IT landscape and continue to expand knowledge of the industry.
• Working collaboratively with the Operations teams to resolve sales and process issues.
• Other responsibilities as assigned.

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Quality and quantity standards:
• Undergraduate degree or equivalent work experience.
• Minimum of three years of experience in a contract management or engagement management role.
• Experience working in a multi-site, multi-disciplined matrix organization.
• Proven ability to build and lead integrated teams from various internal and external organizations across multiple sites.
• Strong conceptual thinking, analytical, problem solving, relationship, negotiation, and persuasion and influence skills.
• Possess a hands-on approach and be self-directed.
• Possess strong organization and management skills.
• Must have the ability to develop and execute efficient and repeatable business processes.
• Excellent communication skill, both written and oral.
• Comfortable, poised, and affable with senior level and/or C level executives, including NWN Carousel management.
• Proficiency in Microsoft Office Products
• Self-starter with a bias towards action and personal accountability.

The following qualifications are ideal, but not required:

• Experience with Statewide Telecom, VoIP, Contact Center type contracts.
• Vendor and Financial management experience.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.