Customer Success Manager - Security

SHI International Corp.•Austin, TX

6d•$90,000 - $120,000

About The Position

The Customer Success Manager – Security is responsible for onboarding customers, guiding them through their agreement and product lifecycle, and ensuring retention and growth through strategic customer success plans. This role involves serving as a Subject Matter Expert for their dedicated partners Enterprise Agreements, collaborating with Sales and other internal teams, and building strong customer relationships to align offerings with customer objectives. The Customer Success Manager – Security will analyze consumption reports, lifecycle management of existing Enterprise Agreements and SHI Success Plans, align service offerings as needed, and maintain effective communication with customers and internal teams to ensure a positive customer experience and foster trust.

Requirements

Completed Bachelor’s Degree or relevant work experience required
Ability to travel no more than 15% for SHI, Partner, and Customer Events
2+ years of experience in an Customer Success role
2+ years of experience in sales role, preferable Security dedicated
1+ year of experience selling Cisco products
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
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.

Responsibilities

Onboard customers and guide them through their respective product and agreement lifecycle to ensure retention and growth through Success Plans
Function as the Subject Matter Expert (SME) for their specific manufacturer and agreement
Collaborate with Engineering, Security Sales, and Services counterparts on platforms, tools, or services relevant to their customers’ needs
Plan and conduct regular Customer Success Plans meetings to review consumption, health checks, roadmaps, and customer feedback
Create reporting and drive utilization of timelines specific to consumption to drive customer success and return on investments
Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust
Collaborate with sales and partner resources to align to customer objectives and drive co-selling opportunities
Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role
Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs