Customer Success Manager - Cisco

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

7d•$100,000 - $200,000•Hybrid

About The Position

The Customer Success Manager 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. 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.

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
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

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