Manager - Cisco Support

Manager - Cisco Support will manage a team of Cisco Support Specialists responsible for supporting Sellers with pre and post sales operational needs. This team will field general Cisco questions, initiate communication and relationship building between SHI and Cisco sales teams, track deals and promotional programs, create and inspect quotes, escalate and inspect orders, perform internal Cisco enablement/trainings, and engage distribution directly. Manager - Cisco Support will report to the Sr Manager - Partner Operations & Retention. 

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. 

• Improve operational processes related to Cisco quoting by working closely with SHI's internal teams and distribution (TD Synnex)
• Train and coach sales reps on CCW navigation, quote creation, margin maximization, and order creation
• Establish Cisco and distribution channel partnerships via on-site meetings and regular, webcam enabled, Teams conversations to increase operational efficiency 
• Continue industry education to maintain up to date knowledge on systems, tools, processes, products, services, and the current marketplace by self-study, partner training and company sponsored training 
• Master and improve SHI systems, tools and processes for quoting, ordering, sourcing, and communication
• Train and coach Account Executives, Inside Account Managers, and Inside Account Executives on Cisco Specific internal and external tools to ensure our sellers understand how to effectively place, process and track Cisco orders
• Get involved in order escalations, issues, and critical Cisco deals 
• Ensure Cisco Account Managers receive booking credit for EOM, EOQ and EOY forecasted orders
• Monitor employee performance and attendance records, act on performance issues and recognize excellent performance
• Analyze data from multiple sources, create reporting, and review trends as it relates to Deal Registration, CSS adoption, Revenue, Gross Margin, and Close Rate.
• Use data to make informed decisions when establishing, reinforcing, and evolving team objectives as the business continues to grow and transform.
• Support a team culture of growth, innovation, and execution.

• Bachelor’s degree  
• Minimum 2 years or Sales experience 
• Experience and strong understanding with Cisco systems and products 

• Ability to clearly communicate ideas and effectively work well with employees 
• Ability to discipline behavior that is unacceptable by SHI's policies/standards 
• Management/Leadership skills 
• Ability to Exhibit high level of confidentiality with employees and management 
• Strong organization and time management skills 
• Understanding of sales methodology and core sales skills 
• Ability to create a sense of community 
• Ability to collaborate and build professional relationships with multiple teams, leaders, and individual contributors.
• Ability to solve problems and proactively identify gaps 
• Marketing skills for messaging program to key business stakeholders 
• Good knowledge of planning, monitoring and reporting progress on programs 
• Knowledge of project management approaches 
• Excellent Presentation Skills 
• Effective verbal and written communication abilities to provide a clear sense of purpose, direction, and expectations for staff 
• Emotional Intelligence with ability to be aware of, control, and express own emotions and emotional states of others 
• Strong sense of sales and business acumen   
• Ability to influence and lead in a matrix environment   
• A linear, logical thinking style with ability to break down and solve difficult problems   
• Ability to simplify and explain complex problems to stakeholders of all levels across multiple functions   
• Motivating and self-starting  
• Ability to explain the company’s offerings and overall values  
• Ability to travel as needed  

• Position requires 25% travel for business meetings 

• The estimated annual pay range for this position is $70,000 - $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