Sr. Director - Customer Engagement

Position: Sr. Director - Customer Engagement and Growth
** About Us*
* ** 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:*
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** Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.*
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** Continuous professional growth and leadership opportunities.*
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** Health, wellness, and financial benefits to offer peace of mind to you and your family.*
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** World-class facilities and the technology you need to thrive - in our offices or yours.*
* ** Job Summary*
* SHI is seeking a dynamic, results-driven Senior Manager to lead our Field Inside Account Executive and Account Manager organizations within the Public Sector Field Sales department. This leader will be responsible for guiding, developing, and managing a high-performing team focused on building lasting customer relationships, driving growth, and delivering exceptional service across our Public Sector accounts. The Senior Manager will work cross-functionally with Sales, Operations, and Partner teams to ensure that our contract vehicles are leveraged effectively, our customers' needs are met, and our team delivers best-in-class support.

This role reports to the Vice President, Public Sector Field Sales.

** Role Description*
* ** Team Leadership & Development*
* + Lead, coach, and motivate a team of Inside Account Executives and Account Managers to achieve individual and team sales targets.

+ Drive professional development and ongoing training to enhance product knowledge, sales skills, and customer service excellence.

+ Conduct regular one-on-one meetings, team meetings, and performance reviews.

+ Foster a culture of collaboration, accountability, and continuous improvement.

** Sales Strategy & Execution*
* + Partner with field sales leadership to align account coverage, territory planning, and strategic growth initiatives.

+ Oversee the management of key account portfolios, ensuring proactive outreach and world-class support.

+ Analyze sales metrics and pipeline data to identify opportunities, address gaps, and optimize results.

** Customer & Partner Engagement*
* + Manage consistent prospecting activities across the Inside Account Executive organization.

+ Ensure the team builds and maintains strong relationships with Public Sector customers, contract stakeholders, vendors, and partners.

+ Oversee the execution of customer business reviews, contract adoption strategies, and escalation management for support and compliance issues.

+ Support team members in complex deal negotiation, contract management, and problem resolution.

** Operational Excellence*
* + Monitor adherence to SHI sales processes, contract terms, and compliance requirements.

+ Champion the effective use of CRM and internal sales tools for quoting, ordering, and account management.

+ Collaborate with internal departments to streamline operations and maximize customer satisfaction.

** Behaviors and Competencies*
* + Business Development:
Can lead strategic business development initiatives, inspire others to identify and seize business opportunities, and foster a culture of continuous business growth and improvement.

+ Strategic Thinking:
Can analyze complex situations, drive organizational transformation, and adapt strategies to changing market conditions.

+ Leadership:
Can lead strategic team initiatives, inspire others to take leadership roles, and foster a culture of shared responsibility and continuous improvement.

+ Communication:
Can lead and model exceptional communication at all levels of the organization, develop and implement communication strategies, and coach others to improve their communication skills.

+ Customer-Centric Mindset:
Can lead strategic initiatives focused on improving the overall customer experience. Inspires and mentors others to adopt a customer-centric approach, fostering a culture of customer focus throughout the organization.

+ Negotiation:
Can lead strategic negotiations, inspire others to develop negotiation skills, and foster a culture of constructive dialogue and compromise.

+ Results Orientation:
Can inspire a culture of results-orientation across the organization, setting high standards and holding everyone accountable for achieving results.

+ Adaptability:
Can drive strategic transformations, inspire others to embrace change, and foster a culture of continuous adaptation.

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Collaboration:

Can lead complex team projects, inspire others to collaborate effectively, and foster a culture of mutual respect and shared purpose.

+ Impact and Influence:
Can drive organizational change and win the support of key stakeholders through effective influence and persuasion.

+ Strategic Implementation:
Can lead the development and execution of…