At a Glance
- Tasks: Onboard customers and guide them through their Cisco product lifecycle for success.
- Company: Join SHI, a $16 billion global IT solutions provider with a diverse workforce.
- Benefits: Enjoy health, wellness, and financial benefits, plus continuous professional growth opportunities.
- Other info: Dynamic environment with a commitment to diversity and equal opportunity.
- Why this job: Make a real impact by building strong customer relationships and driving success.
- Qualifications: Bachelor’s degree or relevant experience, plus 2-4 years in a technical or sales role.
The predicted salary is between 42750 - 52250 £ per year.
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 $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.
Job Summary
The Customer Success Manager - Cisco is responsible for onboarding customers, guiding them through their Cisco product or service lifecycle, and ensuring retention and growth through strategic customer success reviews. This role involves serving as a Subject Matter Expert for the entire Cisco product suite, building strong customer relationships, and collaborating with internal teams to align offerings with customer objectives. The Customer Success Manager will analyze consumption reports, manage service delivery workflows, and maintain effective communication with customers and internal teams to ensure a positive customer experience and foster trust.
Role Description (Including, but not limited to):
- Onboard customers and guide them through their Cisco product or service lifecycle to ensure retention and growth.
- Function as the Subject Matter Expert (SME) for specific platforms, tools, or services relevant to the role.
- Plan and conduct regular Customer Success Reviews (CSRs) or meetings to review product usage, roadmaps, and customer feedback.
- Interpret and analyze detailed consumption reports and provide insights for customer success and renewal strategies.
- Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust.
- Collaborate with sales and other internal teams to align offerings with customer objectives and drive co-selling opportunities.
- Provide support and direction to project teams to ensure successful delivery and synchronization of service projects.
- Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role.
- Manage workflow of orders and ensure timely delivery of services, working directly with customers and carriers.
- Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs.
Behaviors and Competencies:
- Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
- Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
- Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
- Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
- Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
- Impact and Influence: Can persuade others to consider different perspectives.
- Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
- Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
- Business Acumen: Can analyze financial and operational data to make informed decisions.
- Emotional Intelligence: Can identify and manage personal emotions and begin to recognize others’ emotions in moderate situations.
- Results Orientation: Can set personal goals and work towards them, achieving results consistently.
- Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
Skill Level Requirements:
- In-depth understanding of Cisco's business model, architectural frameworks, and comprehensive solutions, enabling effective deployment and management of Cisco technologies - Intermediate.
- Ability to articulate Cisco Smartnet renewal program - Intermediate.
- The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate.
- Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting - Intermediate.
Other Requirements:
- Completed Bachelor’s Degree or relevant work experience required.
- Ability to travel to SHI, Partner, and Customer Events.
- 2-4 years of experience in a technical, business, or sales role.
- 1+ year of experience selling Cisco products.
The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. SHI UK is an equal opportunity employer and does not discriminate on the basis of race, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected status. We encourage applications from all qualified candidates and we are dedicated to providing a fair and accessible recruitment process.
Customer Success Manager - Cisco in London employer: SHI International Corp.
At SHI International Corp., we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusion as the largest minority- and woman-owned enterprise in the U.S. Our employees benefit from continuous professional growth opportunities, comprehensive health and wellness programmes, and state-of-the-art facilities, all designed to foster a collaborative environment where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Cisco in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SHI International Corp.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SHI International Corp. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Cisco in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SHI International Corp.:Your cover letter is your chance to shine! Tell us why you want to work at SHI International Corp. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SHI International Corp.!
How to prepare for a job interview at SHI International Corp.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
