LCM, Sr. Client Success Specialist - Remote

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.  

Ready to discover the possibilities that live in technology?

Come Join Us!

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.

About the Role:

The Life Cycle Management (LCM) Lead Client Success Specialist role 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 customer software objectives, obtaining commitment from the functional leadership teams, such as sales, delivery, and support, and identifying additional resources to support Trace3 customers as needed. This role will also have accountability for overseeing overall operational readiness, leading operational improvements, and driving business development for new customer success offerings.

What You’ll Do:

• Customer & Relationship Management:

  • Cultivate strong, positive relationships with key client stakeholders and account teams
  • Act as the main point of contact for clients, understanding their needs and proactively addressing any concerns
  • Lead the onboarding process for new clients, ensuring a smooth transition to Cisco software solutions
  • Develop and execute comprehensive adoption strategies to maximize client utilization of software features and functionalities
  • Monitor and analyze key performance indicators related to software adoption
  • Drive conversations with customers to demonstrate alignment between customer objectives and technology solutions purchased
  • Align with Trace3 customers to develop a clear understanding of each customer’s strategies and goals

  Client Success Team Responsibilities:

  • Research and stay up to date on strategic partner programs and initiatives
  • Analyze data related to software usage and costs to identify potential cost-saving opportunities and optimize software licenses
  • Stays current with industry and technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders
  • Manage a repeatable and predictable process creating efficient and robust Customer Success plans for technology portfolios that drives business objective achievements
  • Coach customer and account team to support customer adoption and active usage of products and services that are aligned to outcomes and objectives defined within agreed-upon customer success plans
  • Facilitate additional resources as needed

  General Partner Management & Development:

  • Understand key initiatives of strategic partners and work to execute on the activities on a timely basis
  • Communicate goals and objectives to the sales, solution architects, and functional business units
  • Assist and lead in partner activities by demonstrating expertise in various areas
  • Plan and execute initiatives to reach the target objectives with our strategic partners
  • Assist in creating and distributing company internal communications
  • Assist in managing external design resources
  • Provide reporting to the LCM Client Success Manager and Management Team
  • Perform additional requests as needed in support of the LCM Team

Qualifications & Interests:

• 5+ years minimum experience working directly with enterprise-level customers in the Cisco space
• Experience supporting and working within Cisco licensing models and Smart Accounts
• Cisco Customer Success Manager (DTCSM) required
• Excellent people leader and mentor, open to direction and collaborative work style and commitment to get the job done
• Experience in delivering client-focused solutions based on customer needs while cultivating an excellent customer experience
• Successful management of competing priorities and adapting to evolving circumstances in real-time
• Strong computer skills, including MS Office, and partner portals
• Exceptional communication and writing skills
• Personable team player
• Ability and experience adapting to new processes and procedures
• Bachelor’s Degree preferred

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.