Interlaced
Client Success Manager - Nashville
Interlaced, Nashville, Tennessee, United States, 37247
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 Nashville 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 Central Time, Monday through Friday excluding holidays. The base salary for this role is between $55,000-$65,000 DOE with additional compensation opportunities as defined below.
Roles and Responsibilities:
Plan and attend client recurring meetings, including QBRs and roadmap reviewsIdentify and propose Interlaced services/products to support client IT solutionsBe a trusted client advisor with knowledge of client tech stacksEnsure high client retention and satisfactionManage client communications and escalate issues internallyProactively resolve service or delivery concernsMonitor billing and user counts for discrepanciesAct as client advocate and guide internal teams on client needsHandle contract negotiations and renewalsExemplify Interlaced's core valuesEssential Skills and Experience:
Highly organized and detail-orientedAbility to work in an ambiguous environmentInterpersonal communicationsClient relations and satisfactionTask and project managementCross-departmental collaborationConsultative and advisory relationshipsContract negotiationRevenue management and growthMetrics and Compensation:
As a Client Success Manager at Interlaced, you are also eligible to earn additional compensation in two ways:
1. Contract Retention & Renewal Bonuses2. Monthly Proposal/Lead Generation Bonuses (Proposals Won)
Retention Goal (Yearly)
98.5% of MRR or greater
Benefits
What we offer:
Competitive starting salary and Interlaced company bonus programMedical, vision and dental benefitsCell phone and health & wellness reimbursements16 paid Holidays annually - 6 fixed and 10 flexible2 paid volunteer days annuallyPaid vacation and sick time401k matchingFuel reimbursementPeer-to-peer bonus allowance
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 Nashville 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 Central Time, Monday through Friday excluding holidays. The base salary for this role is between $55,000-$65,000 DOE with additional compensation opportunities as defined below.
Roles and Responsibilities:
Plan and attend client recurring meetings, including QBRs and roadmap reviewsIdentify and propose Interlaced services/products to support client IT solutionsBe a trusted client advisor with knowledge of client tech stacksEnsure high client retention and satisfactionManage client communications and escalate issues internallyProactively resolve service or delivery concernsMonitor billing and user counts for discrepanciesAct as client advocate and guide internal teams on client needsHandle contract negotiations and renewalsExemplify Interlaced's core valuesEssential Skills and Experience:
Highly organized and detail-orientedAbility to work in an ambiguous environmentInterpersonal communicationsClient relations and satisfactionTask and project managementCross-departmental collaborationConsultative and advisory relationshipsContract negotiationRevenue management and growthMetrics and Compensation:
As a Client Success Manager at Interlaced, you are also eligible to earn additional compensation in two ways:
1. Contract Retention & Renewal Bonuses2. Monthly Proposal/Lead Generation Bonuses (Proposals Won)
Retention Goal (Yearly)
98.5% of MRR or greater
Benefits
What we offer:
Competitive starting salary and Interlaced company bonus programMedical, vision and dental benefitsCell phone and health & wellness reimbursements16 paid Holidays annually - 6 fixed and 10 flexible2 paid volunteer days annuallyPaid vacation and sick time401k matchingFuel reimbursementPeer-to-peer bonus allowance