Customer Success Manager - VMware Solutions

About Us

SHI International Corp., established in 1989, has been a key player in transforming organizations through technology. As a $16 billion global provider of IT solutions and services, we have consistently experienced growth over the years.

Join our team of 7,000 dedicated professionals who support over 17,000 organizations worldwide through a personalized approach. When you become part of SHI, you will benefit from:

A commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

Continuous opportunities for professional growth and leadership.

Comprehensive health, wellness, and financial benefits for peace of mind.

Access to world-class facilities and the technology you need to succeed, whether in our offices or remotely.

Job Summary

As a Customer Success Manager - VMware Solutions, you will play a vital role in onboarding customers, guiding them through the lifecycle of our products and services, and ensuring their retention and growth through strategic customer success reviews. This position requires you to act as a Subject Matter Expert, develop robust customer relationships, and collaborate with internal teams to align our offerings with customer goals. You will also analyze consumption reports, manage service delivery workflows, and maintain open communication with both customers and internal teams to deliver exceptional experiences while building trust.

Role Description

Onboard customers and guide them through their product or service lifecycle to ensure retention and growth.

Serve as the Subject Matter Expert (SME) on relevant platforms, tools, or services.

Plan and conduct regular Customer Success Reviews (CSRs) to discuss product usage, roadmaps, and customer feedback.

Analyze detailed consumption reports and provide insights for customer success and renewal strategies.

Forge and sustain strong relationships with key customers and partners to ensure a positive experience.

Collaborate with sales and other internal teams to align offerings with customer objectives and create co-selling opportunities.

Provide support to project teams to guarantee the successful delivery of services.

Continuously expand your knowledge of new product technologies and relevant offerings.

Manage workflow and ensure timely delivery of services while directly interacting with customers and carriers.

Maintain effective communication with customers and internal teams to keep them updated and aware of emerging needs.

Behaviors and Competencies

Organization: Effectively prioritize tasks and manage personal workflow.

Self-Motivation: Identify growth opportunities and implement self-improvement strategies independently.

Communication: Clearly convey complex ideas, adapting your style to suit different audiences.

Time Management: Utilize time effectively while improving task prioritization and deadline management.

Presenting: Deliver presentations that address key points and respond to questions clearly.

Impact and Influence: Persuade others to consider different perspectives.

Analytical Thinking: Use critical thinking to analyze data and make insightful observations.

Problem-Solving: Identify issues, propose solutions, and implement actions without needing explicit direction.

Business Acumen: Analyze financial and operational data to make informed decisions.

Emotional Intelligence: Recognize and manage personal emotions while beginning to understand others' emotions.

Results Orientation: Set personal goals and work diligently to achieve them consistently.

Multi-Tasking: Optimize task management and handle multiple responsibilities effectively.

Skill Level Requirements

Intermediate proficiency in Word, Excel, PowerPoint, and Outlook for enhanced productivity.

Intermediate experience with Microsoft Dynamics AX for order tracking and financial reporting.

Intermediate understanding of VMware's business model, architectural frameworks, and solutions.

Intermediate ability to articulate VMware's renewal program.

Other Requirements

A completed Bachelor's Degree or relevant work experience is required.

Willingness to travel to SHI, Partner, and Customer Events.

2-4 years of experience in a technical, business, or sales role.

At least 2 years of experience selling VMware products.

The estimated annual pay range for this position is $120,000 - $140,000, which includes a base salary and bonus. Compensation will vary based on job-related knowledge, skills, experience, and market location. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

We are an Equal Employment Opportunity employer - M/F/Disability/Protected Veteran Status.