Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
Role Description
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.
Behaviors and Competencies
Customer-Centric Mindset: Can take ownership of customer-centric initiatives, ensuring products and services align with customer needs. Collaborates with cross-functional teams to integrate customer feedback into product development.
Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.
Empathy: Can take ownership of fostering an empathetic culture, collaborate with others in resolving conflicts, and drive emotional well-being.
Relationship Building: Can take ownership of complex team initiatives, collaborate with diverse groups, and drive results through effective relationship management.
Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.
Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.
Results Orientation: Can set strategic goals for the organization and lead multiple teams to achieve these goals, demonstrating a strong orientation towards results.
Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.
Emotional Intelligence: Can use emotional information to guide thinking and behavior, manage and/or adjust emotions to adapt to environments or achieve one’s goal(s), and help others do the same.
Skill Level Requirements
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. - Expert
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. - Expert
The ability to effectively engage with customers and provide personalized service solutions that meet their specific needs and enhance satisfaction. - Expert
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. - Expert
Skilled in creating engaging presentations with Microsoft PowerPoint, including customizing layouts, incorporating multimedia, and applying transition effects. - Expert
Other Requirements
Completed Bachelor’s degree or relevant work experience
2+ years of Security Sales/Sales management experience preferred
1+ years of Customer Success management experience preferred
3+ years of Security Sales/Security Customer Success experience is a plus
Ability to travel 20%
The estimated annual pay range for this position is $150,000k - $200,000, 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.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
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SHI International Corp.