Customer Success Manager - Security

About Us Since 1989, SHI International Corp. has helped organizations change the world through technology. Weu2019ve grown every year since, and today weu2019re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHIu2019s concierge approach to help them solve whatu2019s next. But the heartbeat of SHI is our employees u2013 all 7,000 of them. If you join our team, youu2019ll 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 u2013 in our offices or yours. Job Summary The Customer Success Manager u2013 Security is responsible for onboarding customers, guiding them through their agreement and product lifecycle, and ensuring retention and growth through strategic customer success plans. This role involves serving as a Subject Matter Expert for their dedicated partners Enterprise Agreements, collaborating with Sales and other internal teams, and building strong customer relationships to align offerings with customer objectives. The Customer Success Manager u2013 Security will analyze consumption reports, lifecycle management of existing Enterprise Agreements and SHI Success Plans, align service offerings as needed, 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 productand agreementlifecycle to ensure retention and growththrough Success Plans + Function as the Subject Matter Expert (SME) fortheirspecificmanufacturer and agreement + Collaborate with Engineering, Security Sales, and Services counterparts onplatforms, tools, or services relevantto their customersu2019 needs + Plan and conduct regular Customer SuccessPlansmeetings to reviewconsumption,health checks,roadmaps, and customer feedback + Create reporting and driveutilizationof timelines specific to consumption to drivecustomer success andreturn on investments + Build andmaintainstrong relationships with key customers and partners to ensure a positive customer experience and foster trust + Collaborate with salesand partner resourcesto aligntocustomerobjectivesand drive co-selling opportunities + Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role + 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 othersu2019 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 Bacheloru2019s Degree or relevant work experience required + Ability to travelno more than 15% forSHI, Partner, and Customer Events + 2+years of experienceinanCustomerSuccessrole + 2+years of experienceinsalesrole, preferable Security dedicated + 1+ year of experience selling Cisco products The estimated annual pay range for this position is $90,000k - $120,000k, 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 u2013 M/F/Disability/Protected Veteran Status

Created: 2026-03-13