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About the Role
The Customer Success Manager - Microsoft 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.
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
Requirements
- 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
- 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
Skills
- Organization
- Self-Motivation
- Communication
- Time Management
- Presenting
- Impact and Influence
- Analytical Thinking
- Problem-Solving
- Business Acumen
- Emotional Intelligence
- Results Orientation
- Multi-Tasking
Experience Level
- 2-4 years of experience in a technical, business, or sales role
- 1+ year of experience selling Cisco products
Education Level
- Bachelor’s Degree
Salary/Compensations
- $70,000 - $250,000
Benefits
- Medical
- Vision
- Dental
- 401K
- Flexible spending
About the Company
- 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.
- The heartbeat of SHI is our employees – all 7,000 of them.
- 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.
Equal Opportunity
- Equal Employment Opportunity – M/F/Disability/Protected Veteran Status