Customer Success Manager - Cisco

SHI International Corp.; New Jersey; On-site; USD 100,000 - 200,000; Full time

Benefits offered by this job

Diversity commitment

Growth opportunities

Health and financial benefits

World‑class facilities

Job summary

SHI International Corp. in New Jersey seeks a Customer Success Manager to onboard customers, guide them through their product or service lifecycle, and ensure retention and growth through strategic reviews.

You will serve as SME for platforms, analyze consumption reports, manage service delivery workflows, collaborate with sales and delivery teams to align offerings with customer objectives, and drive renewals and co‑selling opportunities.

Qualifications

• Completed bachelor’s degree or relevant work experience.
• 2–4 years of experience in a technical, business, or sales role.
• 1+ year experience in a Cisco dedicated sales support/subject‑matter expert position selling, quoting, and managing Cisco Support Services & Software contracts, including Enterprise Agreements for customers and account executives.
• Proficiency in creating quotes within Cisco’s Commerce Workspace for Renewals (CCW‑R) & EAMP portal.
• Ability to travel to SHI, partner, and customer events.

Responsibilities

• 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.

Skills

Word

Excel

PowerPoint

Outlook

Education

Bachelor’s degree

Tools

Microsoft Dynamics AX

CCW-R portal

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

• 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: Prioritizes daily tasks, manages personal workflow, and uses basic tools to keep track of responsibilities.
• Self‑Motivation: Identifies personal or professional growth opportunities, proposes self‑improvement strategies, and takes action without explicit instructions.
• Communication: Communicates complex ideas effectively, adapting style to the audience.
• Time Management: Uses time effectively and works towards improving task prioritization and deadline management.
• Presenting: Prepares and delivers presentations, addressing key points and responding to questions with clarity.
• Impact and Influence: Persuades others to consider different perspectives.
• Analytical Thinking: Applies critical thinking to analyze data, identify patterns, and make basic inferences.
• Problem‑Solving: Identifies problems, proposes solutions, and resolves them without explicit instructions.
• Business Acumen: Analyzes financial and operational data to make informed decisions.
• Emotional Intelligence: Identifies and manages personal emotions and recognizes others’ emotions in moderate situations.
• Results Orientation: Sets personal goals and works towards them, achieving results consistently.
• Multi‑Tasking: Identifies opportunities for task optimization, proposes solutions, and manages multiple tasks without explicit instructions.

Skill Level Requirements

• Intermediate proficiency with Word, Excel, PowerPoint, and Outlook to enhance productivity.
• Intermediate proficiency with Microsoft Dynamics AX for enterprise resource planning, order tracking, inventory management, and financial reporting.
• Intermediate understanding of Cisco’s business model, architectural frameworks, and comprehensive solutions for effective deployment and management.
• Intermediate ability to articulate Cisco SmartNet renewal program.

Other Requirements

• Completed bachelor’s degree or relevant work experience required.
• 2–4 years of experience in a technical, business, or sales role.
• 1+ year experience in a Cisco dedicated sales support/subject‑matter expert position selling, quoting, and managing Cisco Support Services & Software contracts, including Enterprise Agreements for customers and account executives.
• Proficiency in creating quotes within Cisco’s Commerce Workspace for Renewals (CCW‑R) & EAMP portal.
• Ability to travel to SHI, partner, and customer events.

Compensation and Benefits

The estimated annual pay range for this position is $100,000‑$200,000, which includes base salary and bonus. Compensation is dependent on job‑related knowledge, skills, experience, and market location and will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401(k), and flexible spending.

Equal Employment Opportunity

M/F/Disability/Protected Veteran Status