Customer Success Manager - Cisco

London, United Kingdom

Milton Keynes, United Kingdom

Full time

JR3775

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
- Cisco is responsible for onboarding customers, guiding them through their Cisco product or service lifecycle, and ensuring retention and growth through strategic customer success reviews. This role involves serving as a Subject Matter Expert for the entire Cisco product suite, building strong customer relationships, and collaborating with internal teams to align offerings with customer objectives. The Customer Success Manager will analyze consumption reports, manage service delivery workflows, and maintain effective communication with customers and internal teams to ensure a positive customer experience and foster trust.

(Including, but not limited to)

• Onboard customers and guide them through their Cisco product or service lifecycle to ensure retention and growth

• Function as the Subject Matter Expert (SME) for specific platforms, tools, or services relevant to the role

• Plan and conduct regular Customer Success Reviews (CSRs) or meetings to review product usage, roadmaps, and customer feedback

• Interpret and analyze detailed consumption reports and provide insights for customer success and renewal strategies

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

• Collaborate with sales and other internal teams to align offerings with customer objectives and drive co-selling opportunities

• Provide support and direction to project teams to ensure successful delivery and synchronization of service projects

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

• Manage workflow of orders and ensure timely delivery of services, working directly with customers and carriers

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

• 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.

• 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

• The ability to effectively utilize applications like…