Customer Success Manager - Cisco

SHI International Corp. is a global provider of IT solutions and services, seeking a Customer Success Manager to onboard customers and guide them through their product lifecycle. The role focuses on building strong customer relationships, analyzing consumption reports, and collaborating with internal teams to ensure customer satisfaction and retention.

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:

• 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, 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
• 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