Customer Success Manager

SHI Corporation UK Limited; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

SHI UK is seeking a Customer Success Manager to onboard customers and guide them through their product lifecycle, ensuring retention and growth. You will act as a SME for specific platforms and collaborate with internal teams to align offerings with customer objectives.

You will analyze consumption data, conduct CSRs, build relationships with customers and partners, and support delivery of services across projects. Experience with Cisco products and renewal strategies is a plus.

Qualifications

• Demonstrated ability to onboard customers and drive retention and growth.
• Strong SME capability for platforms, tools, or services relevant to the role.
• Experience conducting Customer Success Reviews and interpreting usage data.
• Excellent relationship-building with customers and partners.
• Collaboration with sales and internal teams to align offerings.
• Ability to translate data into actionable customer insights.
• Wamiliarity with Cisco products and renewal programs is a plus.

Responsibilities

• Onboard customers and guide them through product/service lifecycle.
• Act as Subject Matter Expert for platforms and services.
• Plan and conduct Customer Success Reviews (CSRs) addressing usage and roadmaps.
• Interpret consumption reports and provide renewal insights.
• Build strong relationships with key customers and partners.
• Collaborate with sales to align offerings and drive co-selling.
• Support project teams to ensure successful delivery.

Skills

Organization

Self-Motivation

Communication

Time Management

Presenting

Impact and Influence

Analytical Thinking

Problem-Solving

Business Acumen

Emotional Intelligence

Results Orientation

Multi-Tasking

Education

Bachelor's Degree

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Microsoft Dynamics AX

Job description

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 is responsible for onboarding customers, guiding them through their product or service lifecycle, and ensuring retention and growth through strategic customer success reviews. This role involves serving as a Subject Matter Expert, building strong customer relationships, and collaborating with internal teams to align offerings with customer objectives. The Customer Success Manager will analyze consumption reports, manage service delivery workflows, and maintain effective communication with customers and internal teams to ensure a positive customer experience and foster trust.

Role Description (Including, but not limited to)

• Onboard customers and guide them through their respective product or service lifecycle to ensure retention and growth
• Function as the Subject Matter Expert (SME) for specific platforms, tools, or services relevant to the role
• Plan and conduct regular Customer Success Reviews (CSRs) or meetings to review product usage, roadmaps, and customer feedback
• Interpret and analyze detailed consumption reports and provide insights for customer success and renewal strategies
• Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust
• Collaborate with sales and other internal teams to align offerings with customer objectives and drive co-selling opportunities
• Provide support and direction to project teams to ensure successful delivery and synchronization of service projects
• Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role
• Manage workflow of orders and ensure timely delivery of services, working directly with customers and carriers
• 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 different perspectives.
• 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.
• Business Acumen: Can analyze financial and operational data to make informed decisions.
• Emotional Intelligence: Can identify and manage personal emotions and begin to recognize others’ emotions in moderate situations.
• Results Orientation: Can set personal goals and work towards them, achieving results consistently.
• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

Skill Level Requirements

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
• Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting - Intermediate
• In-depth understanding of Cisco's business model, architectural frameworks, and comprehensive solutions, enabling effective deployment and management of Cisco technologies - Intermediate
• Ability to articulate Cisco Smartnet renewal program - Intermediate
• Other Requirements Completed Bachelor’s Degree or relevant work experience required Ability to travel to SHI, Partner, and Customer Events 2-4 years of experience in a technical, business, or sales role 1+ year of experience selling Cisco products

Compensation

The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual.

Equal Employment Opportunity

SHI UK is an equal opportunity employer and does not discriminate on the basis of race, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected status. We encourage applications from all qualified candidates and we are dedicated to providing a fair and accessible recruitment process.

Equal Employment Opportunity - M/F/Disability/Protected Veteran Status

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.