Client Success Manager

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.

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 in two ways:

1. Contract Retention & Renewal Bonuses
2. 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 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