Sr. ITAM Customer Success Manager
Company: SHI GmbH
Location: Providence
Posted on: May 22, 2023
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Job Description:
Job Summary
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 Sales.
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.
About Us
Founded in 1989, SHI International is an $14billion global provider
of IT solutions and services. SHI currently has6,000 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 andcafeterias
Ongoing opportunities for personal and professional growth and
development due to our strong promote from withinphilosophy
Work in an up-beat, creative, and fun environment
Benefits including medical, vision, dental, 401K, and
flexiblespending
Responsibilities
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
Qualifications
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).
Required Skills
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
Certifications Required
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:
Additional Information
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
Job Wrapping 1
#LI-Remote
Job Wrapping 2
#LI-AJ15
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Job Locations US-Remote
Requisition ID 2023-14337
Approved Min (Total Target Comp) USD $90,000.00/Yr.
Approved Max (Total Target Comp) USD $140,000.00/Yr.
Compensation Structure Base Plus Commission Plus Bonus
Category Technical Presales/Post Sales
Keywords: SHI GmbH, Providence , Sr. ITAM Customer Success Manager, Executive , Providence, Rhode Island
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