Associate Customer Success Manager - Cisco

SHI International Corp.•US - TX - Home Office, TX

11d•$75,000 - $125,000

About The Position

The Associate Customer Success Manager - Cisco is responsible for onboarding customers, guiding them through the product or service lifecycle, and supporting customer retention and growth through strategic customer success reviews. The role serves as a subject matter expert, builds strong customer relationships, and works with internal teams to align offerings with customer objectives. Responsibilities also include analyzing consumption reports, managing service delivery workflows, and communicating effectively with customers and internal teams to promote a positive customer experience and foster trust. The position requires ongoing learning about relevant product technologies and offerings, as well as the ability to travel to SHI, partner, and customer events. The estimated annual pay range is $75,000–$125,000, including base salary and bonus; compensation varies based on job-related knowledge, skills, experience, and market location.

Requirements

Completed bachelor’s degree or relevant work experience.
At least 2 years of experience in a technical, business, or sales role.
At least 1 year of experience in a Cisco-dedicated sales support or subject matter expert position, selling, quoting, and managing Cisco Support Services and Software contracts, including Enterprise Agreements, independently for customers and account executives.
Proficiency creating renewal quotes in Cisco Commerce Workspace for Renewals (CCW-R) and the EAMP portal.
Ability to travel to SHI, partner, and customer events.
Intermediate ability to use Word, Excel, PowerPoint, and Outlook.
Intermediate proficiency with Microsoft Dynamics AX for enterprise resource planning tasks such as order tracking, inventory management, and financial reporting.
Intermediate understanding of Cisco’s business model, architectural frameworks, and comprehensive solutions.
Intermediate ability to explain the Cisco Smartnet renewal program.

Responsibilities

Onboard customers and guide them through the product or service lifecycle to support retention and growth.
Serve as the subject matter expert for relevant platforms, tools, or services.
Plan and conduct regular Customer Success Reviews or meetings to discuss product usage, roadmaps, and customer feedback.
Interpret and analyze consumption reports and provide insights for customer success and renewal strategies.
Build and maintain relationships with key customers and partners to foster trust and a positive customer experience.
Collaborate with sales and internal teams to align offerings with customer objectives and support co-selling opportunities.
Provide support and direction to project teams to facilitate successful delivery and coordination of service projects.
Continuously develop knowledge of new product technologies and relevant offerings.
Manage order workflows and ensure timely service delivery, working directly with customers and carriers.
Communicate with customers and internal teams through various platforms to provide status updates and understand upcoming needs.