Life Cycle Services Associate

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 1,000 people all over the United States. Our major field office locations include Atlanta, Denver, Detroit, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Diego, San Francisco, and Scottsdale.  

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 Lifecycle Services Associate (LSA) will be responsible for managing customer support renewal opportunities within assigned accounts. The LSA will consult with account teams and provide commercial renewals pricing to grow revenue within region. In addition, the LSS will participate in the sales process as an extension of the Account Executives by building relationships with the Clients, Manufacturers, and Distributors. This position will also be responsible for managing the IT Support Infrastructure and any Support needs after every Renewal sale.

What You’ll Do:

• Own and execute on assigned renewal opportunities within assigned accounts.
• Coordinate and collaborate with customer and internal teams to establish timelines, action items, responsibilities and associated due dates of renewal activities in a manner that results in an on-time renewal.
• Position multi-year deals & co term with other license opportunities as to increase size of deals.
• Engage distribution line and/or vendor 90-120 days advance of expiration.
• Address and resolve install base inaccuracies to ensure customer, OEM and Trace3 Install base data are aligned and accurate.
• Collaborate with customer and sales team to capture all items available to renew in the renewal scope.  Identify and communicate risk. Work to close gaps in coverage.
• Take actions to reduce complexity e.g., minimize # of contracts.
• Participate and contribute to customer Quarterly Business Reviews as required.
• Maintain accurate NetSuite data for opportunities/forecasts, client information.
• Provide client with accurate renewal quote that is in alignment with established timelines.
• Provide financing options & related information when appropriate.
• Process client transactions such as orders, quotes, or returns timely and accurately.
• Setup and maintain client notes, credit limits and contacts. Facilitate post-renewal system (LAMP) updates with Data Team
• Champion best practices and contribute to policies and procedures
• Maintain and expand working knowledge of current partner renewal offerings and varying service/support levels.
• May perform other duties as assigned by manager.

Qualifications & Interests:

• 3+ years of related job experience.
• High school diploma required. 
• Highly organized, detail-oriented, excellent time management skills and able to effectively prioritize tasks.
• Must be a good collaborator, communicator and facilitator with customers and internal cross functional teams.
• Ability to establish and execute against deadlines in a fast-paced environment.
• Emphasis on ability to build and maintain relationships.
• Strong analytical skills regarding client quotes, reports, manufacturer data.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, PowerPoint, Outlook) and CRM platforms.  Must be competent in Excel.
• Experience in NetSuite preferred, but not required.
• Good understanding on Information Technologies is a plus.

***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.