Client Success Manager - San Diego

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Job description

Interlaced is a cloud-focused IT services provider, providing outsourced IT services for innovative businesses across the globe. We specialize in designing, implementing, and supporting cutting edge technology infrastructure that helps our clients scale and achieve their missions.

How are we different from traditional IT companies?

We are cloud focused (but we will train you up if you don't have all the necessary skills yet).

We have professional development pathways throughout the organization with accompanying training programs.

We work with cutting edge clients in forward thinking industries like tech startups, biotech and digital agencies.

We are poised for significant growth in 2024 and beyond, and need you to help us do it!

We are a team of hungry, innovative, technology-lovers who are excited to build something amazing together.

Requirements

Interlaced is looking to hire a full-time hybrid Client Success Manager in the San Diego area. This position requires strong attention to detail, excellent communication skills and experience coordinating and prioritizing across multiple concurrent tasks. Past experience in the IT and Tech fields is strongly preferred.

The Client Success Manager (CSM) is responsible for establishing, maintaining, and nurturing client relationships with the goals of 1) retaining and renewing client contracts and 2) consulting and advising clients to meet their technology goals. CSMs guide clients through the post-sales, onboarding, and lifecycle processes, forming a direct relationship with clients while serving as trusted advisors to clients' IT solutions. CSMs should act as a single point of contact for a client to handle escalated issue processing, ensuring that the client always feels prioritized and cared for. CSMs provide clients with timely feedback on their IT solutions, suggest value-added improvements when needed, and ensure client satisfaction while helping clients grow and achieve their goals. A successful CSM grows their clients' revenue and creates a loyal relationship with Interlaced to drive long-term contract stability and retention.

The candidate is expected to work 3 days from the office and 2 days remotely a week, with a dedicated working environment/home office with stable internet connection. This position is from the hours of 8am - 5pm Pacific Time, Monday through Friday excluding holidays. The OTE for this role is between $75,000-$95,000 DOE through a base salary and a renewal bonus.

Roles and Responsibilities:

Plan and attend client recurring meetings, including QBRs and roadmap reviews

Identify and propose Interlaced services/products to support client IT solutions

Be a trusted client advisor with knowledge of client tech stacks

Ensure high client retention and satisfaction

Manage client communications and escalate issues internally

Proactively resolve service or delivery concerns

Monitor billing and user counts for discrepancies

Act as client advocate and guide internal teams on client needs

Handle contract negotiations and renewals

Exemplify Interlaced's core values

Essential Skills and Experience:

Highly organized and detail-oriented

Ability to work in an ambiguous environment

Interpersonal communications

Client relations and satisfaction

Task and project management

Cross-departmental collaboration

Consultative and advisory relationships

Contract negotiation

Revenue management and growth

Metrics and Compensation:

As a Client Success Manager at Interlaced, you are also eligible to earn additional compensation:

- Contract Retention & Renewal Bonuses

Retention Goal (Yearly)

98.5% of MRR or greater

Benefits

What we offer:

Competitive starting salary and Interlaced company bonus program

Medical, vision and dental benefits

Cell phone and health & wellness reimbursements

16 paid Holidays annually - 6 fixed and 10 flexible

2 paid volunteer days annually

Paid vacation and sick time

401k matching

Fuel reimbursement

Peer-to-peer bonus allowance

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