Sr. Itam Customer Success Manager

The Sr. ITAM Customer Success Manager (SR. CSM) is responsible for managing, expanding and renewing contracts with SHI’s customers. The SR. CSM will help existing customers to maximize their investment in our ITAM programs. The position reports to the Manager – ITAM Customer Success and ultimately to the Director of ITAM Customer Success.

The SR. CSM will join the IT Asset Management department (ITAM) and will be the principal point-of-contact for an allocated set of SHI key customer accounts.  Critical to success in the position will be the development of multi-contact and multi-level relationships within the customer account, including C-level sponsorship.

This position can be based either remotely or from our Somerset NJ, Austin TX, Milton Keynes UK, Paris France offices. This role may require up to 25% travel.

Founded in 1989, SHI International is an $14 billion global provider of IT solutions and services. SHI currently has 6,000 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 

Includes, but are not limited to:

Renewal Responsibilities:

• Actively promote the adoption of ITAM Services by SHI within both the sales team and direct with allocated customers.
• Responsible for following the standard renewal process for the ITAM renewal portfolio and securing renewals from customers.
• Upsell customers to add additional ITAM services.

Customer Success Responsibilities:

Work with allocated customers to present and promote ITAM Services through conference calls, on-line meetings, and face-to-face customer presentations:

• Create customer proposals and statements of work for ITAM services.
• Complete responses to RFIs/RFPs/RFQs for ITAM services and ServiceNow licenses within allocated customer base. Be an advocate for the ITAM Services Department at all times, representing the group and SHI in a professional manner.
• Establish strong working relationships with end-user organizations and function as the end-users’ representative on technology/business issues.
• Work closely with Sales, Customer Success Manager and/or Project Management for account creations, project deletions and best practices.
• Work closely with Sales, Customer Success Managers, Customer Success Specialists and/or Development to ensure appropriate follow-up.
• Conduct on-line meetings and conference calls to orientate new clients, present new functionality, perform training, and collaborate with clients about concerns.
• Collect feedback to provide our Product Management team with product enhancement information.
• Coach and mentor other Customer Success Managers

• Possess a bachelor's degree or equivalent
• Minimum of 7 years of experience in Customer Success or Field Sales, with a demonstrable track record of success in such roles (Evidence of success achieved in key customer accounts is mandatory).

• Strong entrepreneurial spirit; a desire and willingness to “do whatever it takes”
• Exceptional communication and presentation skills
• Excellent sales & customer relationship skills
• Good research skills and the ability to manage details
• Excellent organization and time-management skills
• Ability to stay self-motivated and self-directed
• Willingness to adapt to changing business and technical priorities
• Ability to work in a fast-paced, high-performance team environment
• Strong Active Listening skills
• Excellent written and verbal communication skills
• Resourceful with ability to adapt quickly to changing environments
• Ability to create high-quality documentation with precision
• Willingness to travel as needed
• Ability to work with deadlines
• Meticulous attention to detail

Preferred Skills 

• Procurement knowledge or background

The SR. CSM will have the aptitude to study and pass the following accreditations within 12 months of commencing the role:

• Any LISA Training as assigned
• LinkedIn learning: Leading Others Effectively 
• LinkedIn learning: Managing Performance 
• LinkedIn learning: Become a High Performer 

Preferred Certifications:

• Partners’ and/or Industry related certifications must be maintained during employment as applicable

• Position requires no more than 25% Travel 
• The estimated annual pay range for this position is $TBC- $TBC 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.
• FLSA: Exempt
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status