Customer Success Manager - Cisco

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 $15 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 6,000 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. 

Role Description

• Executing against given key performance indicators including customer retention, growth of customers business, and selling Cisco support services & software

• Managing the lifecycle of Cisco support services & software contracts including EAs

• Building top level customer relationships with key SHI customers to ensure a positive customer experience. 

• Working with SHI sales to ensure they are reviewing Cisco roadmaps with stakeholders within the customer. 

• Partnering with the Cisco organization to co-sell effectively across a targeted list of customers 

• Continuous learning and development on new product technology offerings and Cisco support services & software specific offerings and programs. 

• Assisting in training SHI Sales on Cisco products & programs and how customers can benefit by leveraging their products & buying programs 

• Onboard customers to their Enterprise Agreement or other software subscription contracts

• Assign licensing contracts to customers and guide their navigation throughout the Cisco Smart Accounts portal

• Schedule and hold Quarterly Business Reviews with customers

• Update customers on consumption, track issues, position services, and track service engagements

• Take lead and execute on tracking customer`s true-forwards and consumption for EA subscriptions

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

• In-depth understanding of Cisco's business model, architectural frameworks, support service portfolio with service levels, and buying programs. - Intermediate

• Ability to articulate, sell, and quote Cisco support services, subscriptions, and buying programs   - Intermediate

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required

• Ability to travel to SHI, Partner, and Customer Events

• 2+ years of experience in a technical, business, or sales role

• 1+ year experience in a Cisco dedicated sales support / subject matter expert position selling, quoting, and managing Cisco Support Services & Software contracts including Enterprise Agreements self-sufficiently for Customers & Account Executives

• Proficient in creating quotes within Cisco’s Commerce Workspace for Renewals (CCW-R) & EAMP portal

The estimated annual pay range for this position is $100,000 - $150,000 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