Customer Success Manager - Cisco

About the role

SHI International Corp., a global provider of IT solutions and services, is hiring a Customer Success Manager for its Cisco business in London. The role covers onboarding customers, guiding them through the Cisco product or service lifecycle and ensuring retention and growth through strategic customer success reviews. It also calls for acting as a subject matter expert for the Cisco product suite and collaborating with internal teams so that offerings match customer objectives.

Key responsibilities

• Onboard customers and guide them through the Cisco product or service lifecycle to ensure retention and growth.
• Act as subject matter expert for specific platforms, tools or services relevant to the role.
• Plan and run regular Customer Success Reviews covering product usage, roadmaps and customer feedback.
• Analyze consumption reports and turn them into insights for customer success and renewal strategies.
• Build strong relationships with key customers and partners.
• Work with sales and other internal teams to align offerings with customer objectives and drive co-selling opportunities.
• Support project teams so that service projects are delivered successfully and in sync.
• Keep up to date with new product technologies and offerings.
• Manage the order workflow and ensure timely delivery of services, working directly with customers and carriers.

Required profile

• Bachelor's degree or equivalent relevant work experience.
• 2-4 years of experience in a technical, business or sales role.
• At least 1 year of experience selling Cisco products.
• Ability to travel to SHI, partner and customer events.

Required skills

• In-depth understanding of Cisco's business model, architectural frameworks and solutions (intermediate).
• Ability to explain the Cisco Smartnet renewal program (intermediate).
• Use of Word, Excel, PowerPoint and Outlook (intermediate).
• Proficiency in Microsoft Dynamics AX for order tracking, inventory management and financial reporting (intermediate).

The compensation depends on knowledge, skills, experience and market location. SHI UK is an equal opportunity employer.