Manager - Customer Engagement

SHI International Corp.

1d•$80,000 - $175,000

About The Position

SHI is seeking a passionate and experienced Manager to lead our team of Public Sector Field Account Managers. The Manager will be responsible for overseeing the engagement of key customers, guiding the team in building and preserving trusted relationships, and ensuring the effective management of Public Sector contract vehicles. This individual will be the primary point of contact for escalations, strategic direction, and team development, working closely with Account Executives, partners, and internal teams to deliver on client expectations and drive business growth. This position reports to the Director of Account Managers and Field Inside Account Executives, Public Sector Sales.

Requirements

Completed Bachelor’s Degree or equivalent experience
Minimum of 3 years of experience in sales management, account management, or related field, preferably within the IT or Public Sector environment.
Demonstrated experience managing account portfolios and building professional relationships with vendors, partners, and internal teams.
Strong understanding of servers, storage, networking, virtualization, cybersecurity, and cloud technologies and their business impact.
Proven track record in attaining sales goals and quotas
Highly focused on customer solutions and satisfaction
Experience working with C-Level executives
Proficiency in Microsoft Office applications; Outlook, Work, Excel & PowerPoint

Nice To Haves

1+ years of management experience preferred

Responsibilities

Lead, coach, and develop a team of Field Account Managers to ensure exceptional customer engagement, account management, and white glove service delivery.
Oversee regular meetings with customer contract stakeholders to ensure customer satisfaction and contract compliance.
Guide team members in developing and maintaining detailed knowledge of SHI’s products, services, and processes.
Support Field Account Managers in managing large transactional opportunities/orders and navigating complex contract negotiations.
Act as a senior liaison between Field Sales, customers, Inside Sales, and other SHI internal departments.
Partner with Capture & Contract Management teams to resolve escalations and ensure contract terms are properly managed.
Coordinate and oversee marketing activities for named customer bases, ensuring alignment with strategic goals.
Ensure the team provides excellent customer service and support to customers and the outside sales team.
Monitor and report on deal registration, CRM tracking, and customer engagement metrics.
Support the establishment and extension of vendor and distribution channel partnerships.
Provide ongoing education to sellers, support teams, and partners regarding contract parameters and best practices.
Facilitate team meetings, knowledge transfer sessions, and training to drive continuous improvement.
Lead proactive problem resolution and ensure world-class support for customers and internal teams.
Collaborate with Account Executives and District Managers to identify and strategize on new business opportunities.
Accelerate customer contract adoption within assigned territories.
Serve as the escalation point for contract compliance, support issues, and temporary account coverage needs.
Oversee smooth transitions during Account Executive absences, ensuring continuity of service.
Oversee coordination and delivery of regular Customer Business Reviews with Premier & Core customers.
Travel within assigned territories as necessary to support team and customer needs.