Associate Customer Success Manager - Cisco

The Associate Customer Success Manager - Cisco 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.

About Shi

• 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.
• World-class facilities and the technology you need to thrive – in our offices or yours.

Responsibilities

• 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.
• Description 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
• Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

Requirements

• Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Can generally use time effectively and is working towards improving task prioritization and deadline management.
• Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
• Can persuade others to consider different perspectives.
• Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
• Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Can analyze financial and operational data to make informed decisions.
• Can identify and manage personal emotions and begin to recognize others’ emotions in moderate situations.
• Can set personal goals and work towards them, achieving results consistently.
• Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
• 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 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

Pay

• Ability to travel to SHI, Partner, and Customer Events The estimated annual pay range for this position is $75,000 - $125,000 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

• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

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