Job Description

The Life Cycle Management (LCM) Client Success Specialist role is an experienced professional who will enable Trace3 to improve customer satisfaction, grow the Life Cycle Client Success practice, and increase profitability with partners like Cisco Systems. The role involves developing and executing a Client Success business plan, obtaining commitment from functional leadership teams, and identifying resources to support Trace3 customers. The specialist will also oversee operational readiness, lead improvements, and drive business development for new customer success offerings.

Responsibilities

• Cultivate relationships with key client stakeholders and account teams
• Act as the main point of contact for clients, understanding their needs
• Lead the onboarding process for new clients
• Develop and execute adoption strategies to maximize client utilization
• Monitor and analyze key performance indicators related to software adoption
• Drive conversations with customers to demonstrate alignment between customer objectives and technology solutions
• 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
• Manage a repeatable and predictable process creating efficient and robust Customer Success plans
• Coach customer and account team to support customer adoption
• Facilitate additional resources as needed
• Understand key initiatives of strategic partners and work to execute on the activities
• Communicate goals and objectives to the sales, solution architects, and functional business units
• Assist and lead in partner activities
• 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

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
• Experience in delivering client-focused solutions based on customer needs
• Successful management of competing priorities and adapting to evolving circumstances
• 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

Benefits

• No benefits