Customer Success Manager - Cisco

SHI International•Austin, TX

11d•Hybrid

About The Position

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.

Requirements

Completed Bachelor’s Degree or relevant work experience required
2-4 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
Ability to travel to SHI, Partner, and Customer Events

Nice To Haves

Intermediate Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting
In-depth understanding of Cisco's business model, architectural frameworks, and comprehensive solutions, enabling effective deployment and management of Cisco technologies
Ability to articulate Cisco Smartnet renewal program

Responsibilities

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