Customer Success Specialist - Microsoft

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.

The Customer Success Specialist is responsible for coordinating with sales and account teams to ensure seamless customer onboarding and engagement, managing customer agreements, and advising on IT solutions to maximize customer investments. This role involves identifying upsell opportunities, maintaining expertise in product functionality, and conducting regular customer meetings to provide updates and gather feedback. The Customer Success Specialist will maintain accurate records in the CRM system and utilize sales tools to communicate solutions effectively while continuously enhancing their knowledge through training and accreditations.Role Description

Coordinate and collaborate with sales and account teams to ensure seamless onboarding and engagement with customers.

Track and manage customer agreements and pipeline opportunities to ensure timely delivery and customer satisfaction.

Advise and consult with customers on software programs and IT solutions to maximize their IT investments.

Identify and develop upsell and cross-sell opportunities by analyzing customer data and needs.

Partner with internal and external teams to enhance program utilization and drive additional product and service sales.

Maintain expertise in core product features and functionality to provide informed recommendations and support.

Conduct regular meetings with customers and internal teams to communicate updates and gather feedback.

Acquire necessary accreditations and complete ongoing training requirements to stay current in the role.

Create and maintain accurate records of activities and customer interactions in the CRM system.

Develop and utilize sales tools and customer-facing documents to effectively communicate solutions and opportunities.

Professionalism: Can identify opportunities for improvement, propose solutions, and take action to enhance professional conduct without explicit instructions.

Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.

Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.

Willingness to Learn: Can actively seek out learning opportunities but may need guidance to apply new knowledge or skills effectively.

Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.

Customer-Centric Mindset: Can identify customer pain points and propose solutions to address them. Actively seeks customer feedback and incorporates it into product improvements.

The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Basic

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 - Basic

Expertise in managing and optimizing Microsoft volume licensing agreements and operations to ensure compliance, cost-effectiveness, and alignment with organizational needs - Basic

The skill to effectively learn and apply cost modeling tools, licensing workbooks, and ROI calculations for financial analysis and decision-making - Basic

1-3 years of experience with Software Licensing Agreements, Software Renewals, and/or Maintenance Management (preferably Microsoft)

Willingness to obtain the following certifications within the first 6 months of SHI employment:

The base salary range for this position is $70,000 - $90,000. The estimated on-target earnings, or OTE, which includes a base salary, are $70,000 - $90,000. 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.