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SHI Manager of Cisco Smartnet Customer Success in Austin, Texas

Job Summary

The Manager of Cisco Smartnet Customer Success oversees the daily operations of the Smartnet Customer Success Managers. This team focuses on pre and post-sales account management of SHI's Cisco Smartnet accounts. They achieve this by understanding where the customers are in their Cisco journey and by offering SHI's relevant capabilities and services. The Manager is responsible for training, mentoring, and coaching the Cisco Smartnet CSM Team to ensure that they provide an excellent customer experience.

This position reports to the SHI Austin, TX office as determined by management.

About Us

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 $14 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 6,000 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.


Include but not limited to:

  • Serve astheday-to-day manager of theCisco Smartnet Customer SuccessTeam.

  • Collaboratingwith Cisco& SalesManagement toidentifyquarterly priorities based on business requirements.

  • Managing the pipeline for relevant Cisco Smartnet Renewals

  • Build a working relationship withtheCisco Partner Team to drive engagement with local Cisco Account Teams.

  • Act as a point of contact/escalation point for Ciscoandinternal SHI stakeholders to ensure any customer issues are acted upon quickly and addressed appropriately.

  • Work closelywith SalesManagement to ensure alignment with sales prioritie


  • 3+ yearsofSales/Sales Leadership experiencerequired

  • 1+years ofexperienceas a specialist supportingCisco Smartnetcustomersrequired

  • 1+ years of experiencecreating quotes within Cisco’s Commerce Workspace for Renewals (CCW-R) portalrequired

  • Expert knowledge ofCiscocore product offerings, licensing strategies,and competitive selling motions

  • Bachelor’s degree or relevant work experience

Required Skills

  • Ability to influence and lead in a matrixenvironment

  • A linear, logical thinking style withtheability to break down and solvecomplexproblems

  • Strong Communication & Presentation Skills

  • Excellentcommunicationskills withtheability to simplify and explain complex problems to stakeholders of all levels across multiplefunctions

  • Entrepreneurial mindset withtheability toidentifyvalue in an unstructuredsituation

  • Emotional intelligence, flexible work style, and excellent diplomatic skills across all levels of the organization

  • Ability to teach, coach,and mentor theteam

Unique Requirements

  • The position requires up to 10% travel

Additional Information

  • The estimated annual pay range for this position is $150,000 - $250,000 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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Job Locations US-TX-Austin

Requisition ID 2024-17268

Approved Min (Total Target Comp) USD $150,000.00/Yr.

Approved Max (Total Target Comp) USD $250,000.00/Yr.

Compensation Structure Base Plus Bonus

Category Inside/Outside Sales