Partner Services Advisor

SHI International Corp.•Austin, TX

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. The Services Advisor acts as front-line support on the Presales Service Desk, qualifying service requests and overseeing the creation of Statements of Work (SOWs) to ensure alignment with customer requirements. This role involves managing documentation throughout the sales cycle, facilitating transitions to the service delivery team, maintaining a pipeline of service opportunities, and building strategic relationships with clients to deliver a world-class customer experience.

Requirements

Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
Time Management: Can generally use time effectively but may occasionally struggle with prioritizing tasks, meeting deadlines, or maintaining work-life balance.
Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
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.
Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
Negotiation: Can identify opportunities for compromise, propose solutions, and take action to influence outcomes without explicit instructions.
Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
Expertise in various project management frameworks such as Lean and Agile to effectively plan, execute, and close projects - Intermediate
The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth - Intermediate
The ability to develop detailed Statements of Work (SOWs) and drive revenue growth through professional services engagements - Intermediate
Proven experience working with public sector customers and managing contract vehicles - Intermediate
In-depth knowledge of IT industry trends and dynamics - Intermediate
Demonstrates a working knowledge of current and evolving technologies including Cloud, Security, Networking, Datacenter, and End User Compute - Intermediate
Completed Bachelor’s Degree or relevant work experience required
2-4 years of experience in a sales or sales support role
Ability to travel to SHI, Partner, and Customer Events, up to 50%

Nice To Haves

Advanced certification such as the following preferred:
CompTIA A+
Cisco CCNA
AZ-900
MS-900
Proposal Writing

Responsibilities

Serve on the Presales Service Desk, acting as front line support for incoming service requests
Qualify incoming requests based on SHI services success criteria
Oversee creation of partner SOWs and ensure they meet the customer's requirements
Create customer-facing SOWs based on partner SOWs
Manage Terms and Conditions flow down process between customer, SHI, and partner
Maintain project documentation throughout the sales cycle, including SOW revisions
Support the transitions of signed agreements from the presales process to the SHI service delivery team
Maintain and update a pipeline of services opportunities
Focus on delivering a world-class customer experience according to SHI standards
Build and maintain strategic relationships with clients and stakeholders