Manager - Security Customer Success

SHI International Corp. is a global provider of IT solutions and services. The Manager – Security Customer Success is responsible for managing the Security Customer Success Managers and ensuring a value-driven customer experience throughout the lifecycle of their agreements with SHI.

Responsibilities:

• Develop and implement strategies to enhance customer satisfaction and loyalty, ensuring high retention rates
• Collaborate with cross-functional teams to ensure a seamless customer experience and resolve any issues promptly
• Analyze customer feedback and data to identify trends and areas for improvement, driving continuous enhancement of processes and services
• Establish and maintain strong relationships with key partners to ensure we have the data, tools, and best practices to incorporate into strategies to maintain a competitive edge
• Develop and monitor key performance indicators (KPIs) to assess the effectiveness of customer success initiatives
• Act as a point of contact/escalation point for Security Solutions Advisors and internal SHI stakeholders to ensure any customer issues are acted upon quickly and addressed appropriately

Requirements:

• Completed Bachelor's degree or relevant work experience
• The ability to strategically develop, retain, and optimize employee skills and leadership potential within an organization, ensuring a high-performing workforce aligned with business goals
• Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth
• The ability to effectively engage with customers and provide personalized service solutions that meet their specific needs and enhance satisfaction
• Comprehension of the inner workings of a company, including its market positioning, competitive dynamics, and operational processes, to inform decision-making and drive sustainable growth
• Skilled in creating engaging presentations with Microsoft PowerPoint, including customizing layouts, incorporating multimedia, and applying transition effects
• Ability to travel 20%
• 2+ years of Security Sales/Sales management experience
• 1+ years of Customer Success management experience
• 3+ years of Security Sales/Security Customer Success experience is a plus