Support critical and relevant partner relationships
Create and refine delivery standards for relevant solutions
Develop and transition strategic partnerships from emerging to core practices
Develop and lead training for Trace3 resources
Engage with Sales, Partners and customers to drive the value proposition of Trace3’s Customer Success motion
Deliver the overall vision and plan for the theatre to our largest customers, ensuring they choose, use, and love Contact Center & Collaboration technology
Build a strong interlock with Sales, Delivery and Renewals to provide an industry-leading customer experience for Trace3 clients on their adoption journey
Oversee each project’s lifecycle from inception to completion, with an emphasis on technical soundness and resource efficiency
Responsible for overseeing and ensuring optimal client satisfaction throughout the entire lifecycle of the engagement by delivering the Trace3 “Total Customer Experience”
Triage and resolve escalations of issues when needed
Develop and maintain strategic partnerships with Technical Leaders within our client’s organizations
Responsible for leading, coaching and mentoring team members and supporting their professional development
Partner and collaborate with Sales Teams and other Technology Teams to deliver and present industry best programs and services to clients
Build and maintain strong and long-lasting relationships with our key partners
Assist with technical scoping and Statements of Work (SOW) for assigned accounts
Be an inspirational role model by challenging and improving the strength of the delivery teams and aligning their efforts to the mission and vision of the organization
Ensure close collaboration with Sales and Renewals teams to build a pipeline of Renewals and Expansion opportunities

Requirements

Bachelor’s Degree or equivalent experience with a minimum of ten (10)+ years’ progressive collaboration and contact center experience
Extensive experience working for a collaboration or consulting company and developing strategic, profitable solution architecture plans
Minimum of five (5)+ years of experience with public, private, and cloud strategy and/or architecture experience
Current and deep understanding in the technology space for CCaaS, UCaaS, customer experience, and artificial intelligence solutions for human to human, human to machine, and machine to machine interactions
Certifications in one or more of the following technologies: Genesys, NiCE, Five9, Webex Contact Center, Cisco PCCE/UCCE, Cisco CVPD, Zoom, Amazon Connect, Twilio, RingCentral, 8x8, Avaya, Vonage, or equivalent experience
Development experience in a team-oriented workplace, outstanding interpersonal employee coaching and strong communication skills
Excellent understanding of business environments and challenges of IT operations in an enterprise level corporation
Strong financial and business acumen with understanding of a multi-faceted business operation
Ability to think outside the box and develop solutions to accomplish seemingly impossible tasks, while remaining risk and objective focused
Ability to approach customer and sales requests in a proactive and consultative manner; listen to and understand user needs, and effectively deliver solutions
Ability to cope with change, make decisions, manage and mitigate risk and uncertainty
Excellent oral, written communication and presentation skills with an ability to present technical issues to C-Level Executives and non-technical audience.

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
Major offices stocked with snacks and beverages
Collaborative and cool culture
Work-life balance and generous paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CCaaSUCaaScustomer experienceartificial intelligencesolution architecturetechnical scopingStatements of Workproject lifecycle managementresource efficiencyrisk management

Soft Skills

interpersonal skillscoachingcommunication skillsproblem-solvingproactive approachadaptabilitydecision-makingcustomer engagementmentoringpresentation skills