Global Customer Success Manager – Data Center – Financial Services

SHI International Corp. (Singapore, Singapore) 22 hours ago

The Customer Success Manager – Data Center is an outside sales position designed to ensure the company’s Global customers are receiving the highest level of service and compelling value in all their business dealings on a daily basis. This role is designed to drive adoption and success of SHI solutions for complex Data Center requirements, whether run-rate and/or project based.

Regularly demonstrating the company value and providing an exceptional level of service, this role is instrumental in positioning the sales teams to earn new opportunities for growth. The profile of the typical Global customer is that they are large, complex, and usually require international support. The CSM role complements the strategic responsibilities of the Business Development Manager that is tasked with prioritizing new market growth and solution selling objectives. Expectations of this role will involve direct customer engagements, OEM, publisher partnerships, and embracing an internal company team selling culture.

This position will report to the Global Account Director. The Customer Success Manager will work from our SHI Singapore location.

Founded in 1989, SHI International is an $11 billion global provider of IT solutions and services. SHI currently has 5,000 employees worldwide.
To learn more about SHI International Corp, visit our website: www.shi.com/careers

What SHI Can Offer:

  • Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
  • Work in an up-beat, creative, and fun environment
  • Benefits including medical & dental

Includes but not limited to:

  • Lead Data Center Solution positioning and qualification conversations with customers
  • Support RFPs by aligning key internal personnel to assist with responses
  • Align SHI's Professional Services portfolio with the solutions being developed
  • Coordination of POCs and other activities in the Customer Innovation Center
  • Collaborate with various pre-sales and engineering Subject Matter Experts within the company and/or OEM partners to deliver workshops and provide guidance to drive usage and help accelerate customer value and ROI
  • Attend training and acquire manufacturer certifications as needed
  • Continuously maintain and enhance proficiencies as a subject matter expert in the assigned practice areas
  • Engage with OEM’s and company internal product and vendor teams to keep abreast of emerging technologies, product transitions and/or constraints for timely communications to our customers
  • Ensure inventory is secured with the OEM’s and/or distributors for the timely deployment of equipment, according to customer requirements
  • Collaborate and partner with multiple resources within the company Warehouse and Integration center to meet customer deployment requirements
  • Manage shipment and delivery of DCS equipment domestically and internationally
  • Manage return/exchange for DOA parts.
  • Coordinate with inside sales team to ensure all special pricing programs are being utilized
  • Validate configurations leveraging OEM and SHI internal resources
  • Validate customer requirements are being quoted
  • Work with Global Business Development Managers when new service and product opportunities (upsell or cross-sell) are generated through engagements
  • Run monthly touchpoints and Quarterly Business Reviews with customers
  • Provide weekly activity reporting and pipeline management tracking for DCS opportunities
  • Quarterback the SOW process for services engagements and product upsells
  • Drive sales growth and overall success within the company’s related offerings
  • Submit weekly, monthly, & or quarterly reports to customer and OEM contacts
  • Engage with OEM’ for weekly, bi-weekly, or monthly status calls
  • Provide daily/weekly status updates to customer on projects
  • University degree in any discipline, or equivalent experience
  • 10+ years’ experience working on complex Data Center sales opportunities
  • Minimum 5 years direct selling experience to major accounts in the Financial Services Industry at the Account Manager/Director level
  • Executive level communication, experience presenting, and consulting are essential
  • Working knowledge of IT concepts: servers, storage, networking and broader data center solutions
  • Experience or related experience as a project manager
  • Knowledge of Data Center, including business model, architectures, best practices, and solutions
  • Results-driven mentality, with a bias for speed and action
  • Proficiency in MS office tools – Outlook, Word, Excel, PowerPoint, Project, Visio
  • Able to be flexible in approach and operate effectively with uncertainty and change
  • Skilled in leadership and influence of virtual, cross-functional teams
  • Skilled at escalation and issue management and managing customer expectations
  • Able to work effectively within all levels of an organization, both internally and externally
  • Must have strong verbal, written communication, and presentation skills
  • Strong analytical skills, with the ability to translate data into insights
  • Must be detail-oriented
  • Strong interpersonal skills are required for effective communication with internal team members, customers, and vendors
  • Exemplary time management, planning, and organization skills
  • Ability to fully interpret contracts and statements of work (SOW)
  • Ability to project manage a contract for a customer
  • Program management skills
  • Ability to be responsive to customer and get internal organizations to complete tasks
  • Ability to communicate within all levels of an organization
  • Ability to present via web platform (i.e. Microsoft Teams/WebEx) for customer meetings
  • Ability to document work across various business and CRM tools
  • Some travel required ofr customer meetings

Business working hours are Monday to Friday, 09:00 to 18:00 with a 60-minute lunch break. However due to the nature of the role, with its international reach and shared projects, working outside of these hours to service business needs will occur occasionally, and employees are expected to be readily available in these eventualities.


Global Customer Success Manager – Data Center – Financial Services

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