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Cisco Enterprise Agreement Customer Success Manager

SHI • Remote • Posted 30+ days ago

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Remote • Full-time • $125,000-$140,000/yr • Mid Level

Job Highlights

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The Cisco EA Customer Success Manager is responsible for onboarding and guiding customers with their Enterprise Agreements or other software contracts to ensure retention and growth throughout the life cycle of their agreements. This role involves creating Customer Success Plans to drive adoption, expansion, and services for Cisco Enterprise Agreements. The position is remote but may require reporting to Austin, TX or Somerset, NJ as determined by SHI management.

Responsibilities

  • Onboard customers to their Enterprise Agreement or other software subscription contracts
  • Assign licensing contracts to customers and guide their navigation throughout the Cisco Smart Accounts portal
  • Schedule and hold Quarterly Business Reviews with customers
  • Update customers on consumption, track issues, position services, and track service engagements
  • Take lead and execute on tracking customer's true-forwards and consumption, Non EA subscriptions, control hub statistics and flex coverage

Qualifications

Required

  • Completed Bachelor's degree or equivalent experience
  • 3+ years of technical, business and/or sales experience
  • 3+ years of experience with selling Cisco products, Smart Accounts or services with a proven track record
  • Working knowledge of Microsoft, Excel, and PowerPoint
  • Knowledge of Cisco, including business model, architectures, and solutions
  • Excellent organizational and self-management skills
  • Ability to articulate Cisco Smartnet renewal program
  • Executive-level communication, consultation and presentation skills

About SHI

SHI International is a leading provider of technology products and services, primarily operating in the United States. The company offers software licensing, hardware solutions, cloud services, and IT consulting. It has a strong market presence and serves customers across various sectors, including government, education, and commercial enterprises.

Full Job Description

**Job Summary**

The Cisco EA Customer Success Manager will onboard and guide customers in their designated alignment to ensure retention and growth through the life cycle of their Enterprise Agreement (EA) or other software contracts up until their renewal date. The Cisco EA Success Manager will work with Cisco software and Enterprise Agreement customers to create Customer Success Plans to drive adoption, expansion, and services for their Cisco Enterprise Agreements.

This position is a remote position that may be required to report to Austin, TX or Somerset, NJ as required for business needs as determined by SHI 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.

**Responsibilities**

_Include, but are not limited to_ :

+ Seamlessly onboard customers into their Cisco Enterprise Agreement (EA)

+ Function as the Subject Matter Expert (SME) in regards to EA customers' Cisco Smart Accounts, EA Workspace, Control Hub, Meraki Dashboard, and more.

+ Planning and conducting Customer Success Reviews (CSRs) with customers on a consistent basis

+ Interpreting intricate/advanced Cisco EA consumption reports for True Forward analysis

+ Comprehending Value Shift/Cross-Suite Value Shift for True Forwards

+ Understanding customers' objectives and aligning SHI offerings to help achieve their business goals

+ Taking full ownership and responsibility for the retention of existing EA customers by implementing our EA CSM Renewal Playbook

+ Includes creating a Total Cost of Ownership (TCO) analysis for all Cisco EA renewals

+ High-level of knowledge on Cisco Commerce Workspace (CCW) & EA Management Portal (EAMP) is a strong asset

As a Cisco EA CSM at SHI, your role will involve managing the relationship with our Cisco EA customers for their entire lifecycle, from onboarding to renewal. We ensure that every Cisco EA customer is provided with a single-dedicated resource throughout their agreement, guaranteeing the best customer experience possible.

**Qualifications**

+ Completed Bachelor's degree or equivalent experience

+ 3+ years of technical, business and/or sales experience

+ 3+ years of experience with selling Cisco products, Smart Accounts or services with a proven track record

**Required Skills**

+ Working knowledge of Microsoft, Excel, and PowerPoint.

+ Knowledge of Cisco, including business model, architectures, and solutions.

+ Excellent organizational and self-management skills

+ Ability to articulate Cisco Smartnet renewal program

+ Executive- level communication, consultation and presentation skills are essential

**Certifications Required**

+ Cisco Customer Success Manager Specialist Certification must be obtained within 6 months of hire date

**Unique Requirements**

+ Travel as needed based on business needs and determined by SHI management.

**Additional Information**

+ The estimated pay range for this position is $100,000 - $150,000, which includes a base salary and bonuses. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location, and therefore will vary from individual to individual. This information is provided per the Colorado Equal Pay Act/ New York Human Rights Law. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

+ Equal Employment Opportunity - M/F/Disability/Protected Veteran Status

**Job Wrapping 1**

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**Job Locations** _US-TX-Austin_

**Requisition ID** _2024-16678_

**Approved Min (Total Target Comp)** _USD $100,000.00/Yr._

**Approved Max (Total Target Comp)** _USD $150,000.00/Yr._

**Compensation Structure** _Base Plus Bonus_

**Category** _Inside/Outside Sales_