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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