Customer Success Manager - Security

SHI International Corp. is a global provider of IT solutions and services, committed to helping organizations through technology. The Customer Success Manager – Security is responsible for onboarding customers, guiding them through their agreement and product lifecycle, and ensuring retention and growth through strategic customer success plans.

Responsibilities:

• Onboard customers and guide them through their respective product and agreement lifecycle to ensure retention and growth through Success Plans
• Function as the Subject Matter Expert (SME) for their specific manufacturer and agreement
• Collaborate with Engineering, Security Sales, and Services counterparts on platforms, tools, or services relevant to their customers’ needs
• Plan and conduct regular Customer Success Plans meetings to review consumption, health checks, roadmaps, and customer feedback
• Create reporting and drive utilization of timelines specific to consumption to drive customer success and return on investments
• Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust
• Collaborate with sales and partner resources to align to customer objectives and 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

Requirements:

• Completed Bachelor's Degree or relevant work experience required
• Ability to travel no more than 15% for SHI, Partner, and Customer Events
• 2+ years of experience in a Customer Success role
• 2+ years of experience in sales role, preferable Security dedicated
• 1+ year of experience selling Security products
• 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 the Security business model, architectural frameworks, and comprehensive solutions, enabling effective deployment and management of Security technologies - Intermediate
• Ability to articulate the Security renewal program - Intermediate