Life Cycle Services Representative

Summary

Join Trace3 as a Life Cycle Management (LCM) Lead Client Success Specialist and play a key role in enhancing customer satisfaction, expanding our Life Cycle Client Success practice, and boosting profitability. You will be responsible for developing and executing client success business plans, ensuring smooth onboarding of new clients, and maximizing their utilization of software features. This role involves close collaboration with sales, delivery, and support teams to meet customer needs and identify opportunities for improvement. You will also manage operational readiness, lead improvements, and drive business development for new offerings. The position requires strong relationship-building skills, expertise in Cisco licensing models, and experience in delivering client-focused solutions. Success in this role will contribute significantly to Trace3's overall growth and success.

Requirements

• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

Bachelor’s Degree preferred

Benefits

• 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