Technical Customer Success Associate – Remote (CS Platform)

SHI; Boston (MA); Remote; USD 75,000 - 125,000; Full time

Benefits offered by this job

Health benefits

Wellness programs

Financial benefits

Career growth opportunities

Job summary

SHI International Corp. is seeking an Associate Customer Success Manager - Cisco to onboard customers, guide them through product lifecycles, and ensure retention and growth.

You will serve as a SME for Cisco platforms and collaborate with internal teams on renewals and co-selling opportunities. Responsibilities include analyzing consumption reports, managing service delivery workflows, and maintaining strong customer relationships to ensure a positive experience and trust.

Qualifications

• Bachelor's degree or relevant work experience required.
• 2+ 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, self-sufficiently for Customers & Account Executives.
• Proficient 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

Dynamics AX

Cisco knowledge

Smartnet renewal

Education

Bachelor's degree or equivalent

Tools

Microsoft Dynamics AX

Job description

SHI International Corp. is seeking an Associate Customer Success Manager - Cisco to onboard customers, guide them through product lifecycles, and ensure retention and growth.

You will serve as a SME for Cisco platforms and collaborate with internal teams on renewals and co-selling opportunities. Responsibilities include analyzing consumption reports, managing service delivery workflows, and maintaining strong customer relationships to ensure a positive experience and trust.