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 $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. 

Job Summary

The Customer Success Manager – Security is responsible for onboarding customers, guiding them through their agreement and product lifecycle, and ensuring retention and growth through strategic customer success plans. This role involves serving as a Subject Matter Expert for their dedicated partners Enterprise Agreements, collaborating with Sales and other internal teams, and building strong customer relationships to align offerings with customer objectives. The Customer Success Manager – Security will analyze consumption reports, lifecycle management of existing Enterprise Agreements and SHI Success Plans, align service offerings as needed, and maintain effective communication with customers and internal teams to ensure a positive customer experience and foster trust.

Role Description

• Onboard customers and guide them through their respective product and agreement lifecycle to ensure retention and growth through Success Plans 

• Function as the Subject Matter Expert (SME) for their specific manufacturer and agreement 

• Collaborate with Engineering, Security Sales, and Services counterparts on platforms, tools, or services relevant to their customers’ needs  

• Plan and conduct regular Customer Success Plans meetings to review consumption, health checks, roadmaps, and customer feedback 

• Create reporting and drive utilization of timelines specific to consumption to drive customer success and return on investments 

• Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust 

• Collaborate with sales and partner resources to align to customer objectives and drive co-selling opportunities 

• Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role 

• Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs 

Behaviors and Competencies

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

• Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.

• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.

• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.

• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.

• Impact and Influence: Can persuade others to consider diffe