Manager - Microsoft Success - Strategic

18 Apr 2024

Vacancy expired!

Job SummaryThe Manager, Microsoft Success – Strategic manages the team of Microsoft Success Managers responsible for assimilating customers into SHI and supporting them as customers in need of Microsoft licensing and services from SHI. The Manager, Microsoft Success – Strategic is responsible for managing and developing premier Strategic customer relationships that promote retention and loyalty. Their job is to work closely with highly complex Strategic customers to ensure they are satisfied with the Microsoft agreement management experience they receive and to improve upon areas of dissatisfaction. The Manager, Microsoft Success – Strategic bridges the gap between sales and support and will also contribute to and be responsible for defining and continually improving the Strategic Microsoft Success Program, Processes, Tools, and Support Model.The Manager, Microsoft Success – Strategic will report directly to the Sr. Director of Strategic Sales Strategy within the Strategic organization. The Manager is responsible for evangelizing to and aligning with the SHI Strategic Sales and Sales/Operations organizations across SHI to expand our Microsoft Customer Success across our supported customers to ensure our long-term success and profitability.About UsSince 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.

ResponsibilitiesInclude, but not limited to:

Responsible for hiring, motivating, coaching, and managing the team of Strategic Microsoft Success Managers:

Define and set quarterly goals for the team around key performance indicators (KPIs) and process improvement

Ensure Strategic Microsoft Success team executes against given KPIs, such as annual agreement lifecycle management requirements (i.e., True-Ups, Renewal Quotes), customer retention, growth of customers business, and selling professional services

Develop and drive adherence to CRM opportunity tracking tools across the team

Manage individual contributor performance

Coach and develop team as product and licensing changes are announced from Microsoft

Interface with various SHI organizations:

Actively engage and build relationships with SHI and Microsoft Leadership, Microsoft Operations team, Next Gen Infrastructure, SHI Strategic, and Stratascale Strategic teams in support of the overall customer experience as it relates to consuming Microsoft licensing and services from SHI

Manage regular Executive Level status meetings, and develop and deliver business reviews reflecting ROI in Strategic Microsoft Success

Ensure processes related to fulfilling the complex-level contract are established within the various SHI organizations

Ensure the correct organization is engaged for a specific task

Track the status of action items

Actively engage with various organizations to ensure deadlines are met, escalating as appropriate

Act as the point of contact responsible for driving resolution for customer or partner escalations

Define, Drive and Contribute to the overall Strategic Microsoft Success Program continual improvement plan:

Create and maintain customer-facing and internal collateral

Develop and maintain tools, processes, and people to Leadership initiatives

Ensure all Microsoft contract management obligations are being met consistently

Develop customer sat metrics and measurements (customer includes SHI customers, Account Executive teams, and Microsoft counterparts)

Qualifications

Bachelor’s degree or equivalent experience

Minimum of 10 years combined experience in an Operational, Sales, Sales Support, Customer Success or Partner Enablement role

Minimum 3 years’ experience working with/managing projects involving Software Licensing Agreements, Software Renewals and Maintenance Management, preferably Microsoft-specific

Experience in managing a team

Understanding the complexity of Microsoft Enterprise procurement vehicles

Understanding of Microsoft Teams, and/or Microsoft 365 and cloud options (Azure, AWS, GCP)

Required Skills

Ability to read a contract and understand SHI’s commitment to the customer for product and services, contractual obligations, and requirements in the delivery of services

Excellent working knowledge of which SHI organizations are needed to support the agreement lifecycle

Understanding and working knowledge of IT concepts, including licensing, security, servers, storage, cloud computing, and disaster recovery

Understanding and demonstrated application of problem resolution skills

Proficiency in MS office tools – Outlook, Word, Excel, PowerPoint

Ability to develop and implement processes in support of the Microsoft contract lifecycle

Strong interpersonal skills, including being responsive to the customer and able to get internal SHI organizations to complete their tasks in a timely fashion

Have excellent communication skills: ability to communicate with customer, C Level contacts, and SHI organizations clearly and concisely, manage expectations, and define actions, tasks, and processes to all parties

Preferred Skills:

Experience in Vendor/Partner relationship management/business development

Certifications Required

MS certifications will be required within 6 months of hire:

Get Licensing Ready – multiple components

Microsoft Certified: Azure Fundamentals AZ-900

Microsoft Certified: M365 Fundamentals MS-900

Additional Information

The estimated annual pay range for this position is $175,000 - $200,000 which includes a base salary and bonus. 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.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status.

Refer a friend to this job (https://careers-shi.icims.com/jobs/14299/manager-microsoft-success-strategic/job?mode=apply&apply=yes&iniframe=1&hashed=-336032949)Need help finding the right job?We can recommend jobs specifically for you!Job Locations US-RemoteRequisition ID 2023-14299Approved Min (Total Target Comp) USD $175,000.00/Yr.Approved Max (Total Target Comp) USD $200,000.00/Yr.Compensation Structure Base Plus BonusCategory Inside/Outside Sales

Full-time
  • ID: #49724327
  • State: Arkansas Little rock 72201 Little rock USA
  • City: Little rock
  • Salary: USD TBD TBD
  • Showed: 2023-04-18
  • Deadline: 2023-06-17
  • Category: Et cetera