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Global Customer Success Manager 🔥


Job Summary: The Customer Success Manager is an outside sales position designed to ensure the company's Global customers receive the highest level of service and compelling value in all of their business dealings on a daily basis.
Regularly demonstrating the company value and providing an exceptional level of service, this role is instrumental at positioning the sales teams to earn new opportunities for growth.
The profile of the typical Global customer is that they are large, complex and usually require international support.
The CSM role generally complements the strategic responsibilities of the Business Development Manager that is tasked with prioritizing new market growth and solution selling objectives.
Expectations of this role will involve direct customer engagements, OEM and publisher partnerships, and embracing an internal team selling culture.
About Us: Founded in 1989, SHI International is an $11 billion global provider of IT solutions and services.
To learn more about SHI International Corp, visit our website: www.
Job Summary: The Customer Success Manager is an outside sales position designed to ensure the company’s Global customers receive the highest level of service and compelling value in all of their business dealings on a daily basis. Regularly demonstrating the company value and providing an exceptional level of service, this role is instrumental at positioning the sales teams to earn new opportunities for growth. The profile of the typical Global customer is that they are large, complex and usually require international support. The CSM role generally complements the strategic responsibilities of the Business Development Manager that is tasked with prioritizing new market growth and solution selling objectives. Expectations of this role will involve direct customer engagements, OEM and publisher partnerships, and embracing an internal team selling culture. About Us:

Founded in 1989, SHI International is an $11 billion global provider of IT solutions and services. SHI currently has 5,000 employees worldwide.

To learn more about SHI International Corp, visit our website: www.shi.com/careers

What SHI Can Offer:
  • World Class Facility includes on site gyms and cafeterias
  • Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
  • Work in an up-beat, creative, and fun environment
  • Benefits including medical, vision, dental, 401K, and flexible spending
Responsibilities:
  • Regularly review processes between the customer organizations and company to identify ways to automate or even eliminate processes to accelerate time to deployment and customers utilization of technology
  • Drive retention and growth by identifying customers’ pain points and key initiatives to develop end-to-end solutions to accelerate customers’ selection, deployment, and management of their technology platforms
  • Effectively communicate the SHI value proposition through proposals and presentations
  • Participate in BU specific major Initiative campaigns
  • Maintain a cadence of communication with customers about their upcoming needs and ensure forecast alignment with sales and supply chain management
  • Support day to day business requirements of a large, global customer
  • Conduct meetings through MS Teams and/or Webex to communicate with customers and internal teams
  • Navigate and provide insight on major software license agreements for global customers including, but not limited to; Microsoft EA, VMware ELA, Adobe ELA and others
  • Collaborate with inside sales and other SHI organizations to prepare high value and complex quotes
  • Prepare and deliver management reports, according to customer requirements
  • Host Quarterly Business Review and status meetings on a regular cadence
  • Gain an understanding of customer’s business direction, IT strategies and service needs by engaging in meetings and discussions with customer, business development manager manufacturer reps to learn about what is going on with company and upcoming projects
  • Attend training and acquire manufacturer certifications as needed
  • Actively look for opportunities to engage the Business Development Manager or other resources within SHI, to demonstrate capabilities and earn opportunities to address their business and technology needs
  • Examine maintenance renewals and collaborate with pre-sales technical teams or Subject Matter Experts to provide recommendations for SHI services or alternative solutions
  • Work and communicate with the inside sales teams and other organizations, as appropriate, to ensure a consistent understanding of customer requirements and level of service
  • Collaborate with project management teams and other internal and/or external organizations to orchestrate the on-time delivery of complex projects
  • Effectively communicate terms and conditions, licensing changes and/or new developments for all major software Volume License Agreements
  • Collaborate with internal support teams to manage contract forms, amendments, price sheets, and licensing changes
  • Build and maintain strong, long-lasting customer relationships. Earn the “trusted advisor” status with each of them
  • Create, Track and Update all activities in company CRM system
Qualifications:
  • Minimum Bachelor’s Degree or Equivalent Experience
  • Minimum 3+ years’ experience working in a technical business and/or sales experience working with numerous medium to large organizations
  • Proficiency in MS office tools – Outlook, Word, Excel, PowerPoint, Teams
Required Skills:
  • Exemplary time management, planning, and organization skills
  • Effective written, verbal, and presentation communication abilities
  • Ability to fully interpret contracts and statements of work
  • Ability to project manage a contract for a customer
  • Program management skills
  • Excellent interpersonal skills
  • Ability to be responsive to customer and get internal organizations to complete tasks
  • Ability to communicate with at all levels of an organization
  • Ability to present via web platform for customer meetings
  • Ability to document work across various business and CRM tools

Preferred Skills & Qualifications:
  • Customer Success or similar experience
  • Familiarity with various CRM tools, such as Salesforce, and Microsoft Dynamics CRM
  • Proficient with the Microsoft Office suite
  • Desire to learn
  • Proactive problem-solving and data analytics skills
  • Experience working in a Team Selling environment
Unique Requirements:
  • Up to 10% travel to customer meetings
Additional Information:
  • FLSA: Exempt
  • This position can not be performed in New York City at this time.

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

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