About Us

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 $15 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 6,000 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. 

Job Summary

The Vice President of Customer Experience will be a strategic leader responsible for overseeing the development, management, and execution of Customer Success and Project Management initiatives within SHI Services. This executive role requires a proven track record in building and scaling high-performing teams, exceptional leadership and public speaking skills, along with expertise in managing complex client escalations related to professional and managed services delivery excellence. The successful candidate will drive customer-centric strategies, ensure successful project outcomes based on SOW deliverables, and foster a culture of excellence and collaboration within SHI Services.

Role Description

Leadership and Team Management: 

• Build, lead, and mentor high-performing Customer Success and Project Management teams within SHI Services, fostering a culture of accountability, innovation, and client focus. 

• Develop and implement strategies to scale teams effectively, ensuring alignment with SHI Services’ goals/sales leadership and SHI’s broader objectives. 

• Provide executive oversight for hiring, training, and performance management of team members. 

Customer Success Programs: 

• Design and execute scalable Customer Success programs to enhance client satisfaction, retention, and advocacy for SHI Services’ offerings. 

• Establish a data driven approach of execution based on metrics and KPIs to measure customer health, engagement, and success, driving continuous improvement. 

• Collaborate with cross-functional teams within SHI to align Customer Success initiatives with SHI Services’ solutions and SHI’s overall product portfolio. 

Project Management Excellence: 

• Oversee the delivery of complex, high-impact projects within SHI Services, ensuring on-time, on-budget, and high-quality outcomes. 

• Implement best-in-class project management methodologies (e.g., Agile, PMP, or equivalent) to standardize processes and drive efficiency. 

• Manage resource allocation, risk mitigation, and project portfolio performance at an enterprise level for SHI Services. 

• Report and track on project health, including escalations, updates, and prioritized tasks. 

Escalation Management: 

• Serve as the primary executive point of contact for high-level client escalations within SHI Services, resolving issues with professionalism and strategic insight. 

• Develop frameworks for proactive issue identification and resolution to minimize escalations and enhance client trust. 

Public Speaking and Stakeholder Engagement: 

• Represent SHI Services in client meetings, industry conferences, and executive forums, de