Customer Success Manager - Cisco Smartnet

The Cisco Smartnet Customer Success Manager is responsible for retention and growth of SHI Cisco Smartnet business within a given region. The Success Manager will work closely with SHI sellers and build Cisco seller relationships as well as top customer relations inside the assigned coverage area. The Success Manager will meet with select customers each month, helping them with Cisco product road map, transition to the cloud, and ensuring a positive customer experience with SHI. 

This position reports to the SHI Austin, TX office location as determined by management.

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 $14 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. 

Include, but not limited to: 

• Managing the customer experience through monthly meetings around products and licensing 
• Executing against given key performance indicators including customer retention, growth of customers business, and selling Cisco services. 
• Building top level customer relationships with key SHI customers to ensure a positive customer experience. 
• Working with SHI sales to ensure they are reviewing Cisco roadmaps with stakeholders within the customer. 
• Partnering with the Cisco organization to co-sell effectively across a targeted list of customers 
• Continuous learning and development on new product technology offerings and Cisco Smartnet specific offerings and programs. 
• Assisting in training SHI Sales on Cisco products & programs and how customers can benefit by using their core products. 

• 1+ year experience in a position working with Cisco Smartnet and proficient in creating quotes within Cisco’s Commerce Workspace for Renewals (CCW-R) portal. 
• Bachelor’s degree or relevant work experience 

• Strong Communication & Presentation Skills 
• Ability to influence and lead in a matrix environment 
• A linear, logical thinking style with ability to break down and solve difficult problems 
• Excellent communications skills with ability to simplify and explain complex problems to stakeholders of all levels across multiple functions 
• Entrepreneurial mindset with ability to identify value in an unstructured situation 
• Emotional intelligence, flexible work style, and excellent diplomatic skills across all levels of the organization 
• Proficient in creating quotes within Cisco’s Commerce Workspace for Renewals (CCW-R) portal 

• Position requires 15% travel

• The estimated annual pay range for this position is $100,000 - $150,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. 
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status