Who is Trace3?
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.
Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!
Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco.
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Street-Smart - Thriving in Dynamic Times
We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.
Juice - The “Stuff” it takes to be a Needle Mover
We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.
Teamwork - Humble, Hungry and Smart
We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.
At Trace3, we're at the forefront of technological advancement and innovation. Our mission is to empower organizations through cutting-edge solutions and exceptional client service. We're a team of thinkers, innovators, and leaders, committed to shaping the future of technology.
JOB SUMMARY:
Join us as aSenior Client Success Specialist on our Life Cycle Management team. This pivotal role is designed for a seasoned professional eager to enhance client satisfaction, expand our LCM Client Success practice, and drive profitability. You'll be instrumental in leveraging partner programs, particularly with key partners like Cisco Systems, to boost Trace3’s overall market success.
ABOUT THE ROLE:
The Life Cycle Management (LCM) Senior Client Success Specialistrole is an experienced professional who will enable Trace3 to improve our customer satisfaction, grow our Life Cycle Client Success practice and increase our profitability with various partners, including but not limited to Cisco Systems, by leveraging partner programs to enhance Trace3’s overall profitability. The LCM Senior Client Success Specialist will report to the LCM Client Success Manager.
This role includes the development and execution of the Client Success business plan and financial objectives, obtaining commitment from the functional leadership teams, such as marketing, sales, delivery, and support, and identifying the required resources, such as Customer Success Managers (CSMs). The LCM Senior Client Success Specialist exercises accountability for overseeing new offer development, ensuring overall operational readiness, and driving business development for new customer success offerings.
Beyond the Client Success role, the LCM Senior Client Success Specialist is a skilled professional with the ability to grasp customer behavior trends and generate creative ideas. This person should be passionate about strategic Original Equipment Manufacturers (OEMs) supported and well-versed in supporting an OEM’s efforts. The role’s objective is to deliver effective management of programs that help build Trace3’s reputation and growth through our strategic partners.
WHAT YOU'LL DO:
Partner Development:
- Understand key initiatives (CX, Master Certifications, MOU’s, MDF, Rebates, etc.) of key strategic partners and work to execute on the activities on a timely basis
- Assist in analyzing sales data and customer behavior to help shape future strategies for our strategic partners
- Communicate goals and objectives to the sales, solution architects, business units, and key executive sponsors.
- Assist in outbound or inbound partner activities by demonstrating expertise in various areas
- Plan and execute initiatives to reach the target objectives with our strategic partners
Strategic Partner Planning & Management
- Attend regular strategic partner planning meetings to assist in determining marketing and sales goals, quarterly plans, and objectives
- Communicate with partners to execute strategic initiatives
- Provide Reporting to the LCM Client Success Manager and Management Team
- Work closely with Finance to track payments and report on financial objectives
- Research and stay up to date on all strategic partner programs and initiatives
General Partner Management
- Undertake individual tasks of partner management as assigned
- Assist in creating and distributing company internal communications
- Develop and maintain relationships with strategic partners
- Assist in managing external design resources
- Perform additional requests as needed in support of the LCM Team
WHAT YOU'LL BRING
- Professional Experience: Minimum 5 years in client-facing roles supporting and working within Cisco licensing models and Smart Accounts.
- Leadership: A proven leader and mentor with a collaborative work style.
- Client Relationship Skills: Strong ability to build and maintain client relationships, understanding client strategies and goals.
- Solution-Driven: Experience in delivering client-centric solutions.
- Technical Proficiency: Solid skills in MS Office, partner portals, and internal applications.
- Communication Skills: Exceptional verbal and written communication skills.
- Project Management: Proven ability to handle multiple projects with attention to detail.
- Team Player: Collaborative and adaptable to new processes and environments.
- Educational Background: Cisco Customer Success Manager (DTCSM) preferred. Bachelor’s Degree preferred.
Work Environment/Location: Remote
The Perks:
- Comprehensive medical, dental and vision plans for you and your dependents
- 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
- Competitive Compensation
- Training and development programs
- Stocked kitchen with snacks and beverages
- Collaborative and cool culture
- Work-life balance and generous paid time off
***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.