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Client Services Representative

Company: Trace3
Location: Irvine
Posted on: May 3, 2021

Job Description:

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 850 people all over the United States. Our major field office locations include Atlanta, Denver, Detroit, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, San Diego, San Francisco, and Scottsdale. Ready to discover the possibilities that live in technology?Come Join Us!Street-Smart- Thriving in Dynamic TimesWe 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 SmartWe 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 Client Services Representative will be the internal customer service representative for providing a concierge type service for all pre-sales support requests from any of our Sales Teams. This position will focus heavily on fielding inbound requests for support from Sales and working with each of the Business Unit teams to identify proper resource alignment to fulfill the support request. As part of servicing the Sales team support requests the Client Services Rep may engage additional resources within the Client Services Center team to help in fulfilling requests such as RFP Analysts, Technical Contract Analysts, OnDemand Resource Services, or a Scheduling Coordinator. The Client Services Rep will provide regular communication and status updates to the requesting Sales Team through CE dashboards or email regarding each request.Location:Irvine, San Diego, Los Angeles or DenverWhat You'll Do:Provide customer service support for Sales Teams across all Trace3 services teams through Customer Relationship Management (CRM) platform pre-sales support requests or the Client Service Center email aliasRequest additional details as needed to successfully manage the service requestSchedule pre-sales discussions with Sales Team and pre-sales engineer when neededFollow-up on pre-sales deliverables (LOE) from scoping discussions to ensure they are completed within defined SLA, escalate resource delays and competing priorities as neededProvide scheduling support to assigned engineering resource by confirming (and scheduling) appropriate time on their calendar to complete the deliverable.Coordinate requests from Sales Teams and/or engineering regarding schedule changes, availability concerns, resourcing conflicts or changes needed.Collect pre-sales deliverables and initiate SOW, OnDemand resourcing, or scheduling requests as needed.Manage requests, communication, and updates to Sales throughout the pre-sales request lifecycle in CRM platform or email. This includes regularly updating the status in the CRM request.Assist Engineering Managers with general overview and training for new engineering resources.Create new requests as needed on behalf of the Sales teams to streamline and support each of the contributors within the Client Services team.Serve as the first point of contact for Sales and provide guidance if needed to Sales on standard processes and supporting processes regarding Services Operations.Advise the Sales team resources and communicate Trace3 service offerings, capabilities, and programs that are relevant to their business or a particular opportunity.Assist Sales in the creation of Opportunity Requests as needed.Assist in the creation of New Client, and New Client Project Folders within document repository system.Assist by storing fully Executed SOWs and other Key documentation in the appropriate Project Folder.Facilitate Countersignature on Services related documents.Facilitate External Client Signature on Services related documents as requested by practice area or Sales Team.Upon completion of pre-sales support request, close out request and/or Opportunity record within CRM and validate Attribution data on the record.Assist in escalation/resolution of urgent matters.Be aware of and work in collaboration with the ISR on scheduling requirements in relation to order placements, timelines and delivery of itiate change management within the team when needed (modifications to processes, documents, policies, etc.)Be a contributing member of designated regional Alliance Team to provide consistent collaboration and partnership between regional Client Success Managers, Project Managers, and Client Services Team in support of Trace3 internal and external clients.May perform other duties as assigned by supervisor.Qualifications& Interests:Minimum of 5 years of professional work experience.Bachelor's degree from an accredited university required.Good understanding of Information Technologies and how a services organization works are a huge plus.Highly organized, detail-oriented, excellent time management skills and able to effectively prioritize tasks in a fast-paced, high-volume, and evolving work environment.Ability to approach customer requests with a proactive and consultative manner; listen and understand user requests and needs and effectively fortable managing multiple and changing priorities, and meeting deadlines in an entrepreneurial environment.Strong ability to operate independently.Excellent oral and written communication skills.Strong proficiency in Microsoft Office (Word, PowerPoint, Outlook, etc.) with rock star level Excel skills.Experience with Microsoft Project or Visio is a plus.The Perks:Comprehensive medical, dental and vision plans for you and your dependents401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term DisabilityCompetitive CompensationTraining and development programsStocked kitchen with snacks and beveragesCollaborative and cool office cultureWork-life balance and generous paid time off***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.SDL2017

Keywords: Trace3, Irvine , Client Services Representative, Other , Irvine, California

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