Customer Success Manager - Security - Remote Eligible

Customer Success Manager – Security

Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you'll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.

The Customer Success Manager – Security is responsible for onboarding customers, guiding them through their agreement and product lifecycle, and ensuring retention and growth through strategic customer success plans. This role involves serving as a Subject Matter Expert for their dedicated partners Enterprise Agreements, collaborating with Sales and other internal teams, and building strong customer relationships to align offerings with customer objectives. The Customer Success Manager – Security will analyze consumption reports, lifecycle management of existing Enterprise Agreements and SHI Success Plans, align service offerings as needed, and maintain effective communication with customers and internal teams to ensure a positive customer experience and foster trust.

Role Description

Onboard customers and guide them through their respective product and agreement lifecycle to ensure retention and growth through Success Plans.

Function as the Subject Matter Expert (SME) for their specific manufacturer and agreement.

Collaborate with Engineering, Security Sales, and Services counterparts on platforms, tools, or services relevant to their customers' needs.

Plan and conduct regular Customer Success Plans meetings to review consumption, health checks, roadmaps, and customer feedback.

Create reporting and drive utilization of timelines specific to consumption to drive customer success and return on investments.

Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust.

Collaborate with sales and partner resources to align to customer objectives and drive co-selling opportunities.

Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role.

Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs.

Behaviors and Competencies

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
• Impact and Influence: Can persuade others to consider different perspectives.
• Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Business Acumen: Can analyze financial and operational data to make informed decisions.
• Emotional Intelligence: Can identify and manage personal emotions and begin to recognize others' emotions in moderate situations.
• Results Orientation: Can set personal goals and work towards them, achieving results consistently.
• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

Skill Level Requirements

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
• Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting - Intermediate
• In-depth understanding of Cisco's business model, architectural frameworks, and comprehensive solutions, enabling effective deployment and management of Cisco technologies - Intermediate
• Ability to articulate Cisco Smartnet renewal program - Intermediate

Other Requirements

• Completed Bachelor's Degree or relevant work experience required
• Ability to travel no more than 15% for SHI, Partner, and Customer Events
• 2+ years of experience in a Customer Success role
• 2+ years of experience in a sales role, preferable Security dedicated
• 1+ year of experience selling Cisco products

The estimated annual pay range for this position is $90,000k - $120,000k, which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status