Customer Success Manager - Cisco

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:

• 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 is responsible for onboarding customers, guiding them through their product or service lifecycle, and ensuring retention and growth through strategic customer success reviews. This role involves serving as a subject‑matter expert, 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.

• Onboard customers and guide them through their respective 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:
  Prioritizes daily tasks, manages personal workflow, and uses basic tools to keep track of responsibilities.
• Self‑Motivation:
  Identifies personal or professional growth opportunities, proposes self‑improvement strategies, and takes action without explicit instructions.
• Communication:
  Communicates complex ideas effectively, adapting style to the audience.
• Time Management:
  Uses time effectively and works towards improving task prioritization and deadline management.
• Presenting:
  Prepares and delivers presentations, addressing key points and responding to questions with clarity.
• Impact and Influence:
  Persuades others to consider different perspectives.
• Analytical Thinking:
  Applies critical thinking to analyze data, identify patterns, and make basic inferences.
• Problem‑Solving:
  Identifies problems, proposes solutions, and resolves them without explicit instructions.
• Business Acumen:
  Analyzes financial and operational data to make informed decisions.
• Emotional Intelligence:
  Identifies and manages personal emotions and recognizes others’ emotions in moderate situations.
• Results Orientation:
  Sets personal goals and works towards them, achieving results consistently.
• Multi‑Tasking:
  Identifies opportunities for task optimization, proposes solutions, and manages multiple tasks without explicit instructions.

• Intermediate proficiency with Word, Excel, PowerPoint, and Outlook to enhance productivity.
• Intermediate proficiency with Microsoft Dynamics AX for enterprise resource planning, order tracking,…