SHI International Corp.

Manager - Customer Engagement

USA (Remote)

About Us 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. Job Summary SHI is seeking a passionate and experienced Manager to lead our team of Public Sector Field Account Managers. The Manager will be responsible for overseeing the engagement of key customers, guiding the team in building and preserving trusted relationships, and ensuring the effective management of Public Sector contract vehicles. This individual will be the primary point of contact for escalations, strategic direction, and team development, working closely with Account Executives, partners, and internal teams to deliver on client expectations and drive business growth. This position reports to the Director of Account Managers and Field Inside Account Executives, Public Sector Sales. Role Description Lead, coach, and develop a team of Field Account Managers to ensure exceptional customer engagement, account management, and white glove service delivery. Oversee regular meetings with customer contract stakeholders to ensure customer satisfaction and contract compliance. Guide team members in developing and maintaining detailed knowledge of SHI’s products, services, and processes. Support Field Account Managers in managing large transactional opportunities/orders and navigating complex contract negotiations. Act as a senior liaison between Field Sales, customers, Inside Sales, and other SHI internal departments. Partner with Capture & Contract Management teams to resolve escalations and ensure contract terms are properly managed. Coordinate and oversee marketing activities for named customer bases, ensuring alignment with strategic goals. Ensure the team provides excellent customer service and support to customers and the outside sales team. Monitor and report on deal registration, CRM tracking, and customer engagement metrics. Support the establishment and extension of vendor and distribution channel partnerships. Provide ongoing education to sellers, support teams, and partners regarding contract parameters and best practices. Facilitate team meetings, knowledge transfer sessions, and training to drive continuous improvement. Lead proactive problem resolution and ensure world-class support for customers and internal teams. Collaborate with Account Executives and District Managers to identify and strategize on new business opportunities. Accelerate customer contract adoption within assigned territories. Serve as the escalation point for contract compliance, support issues, and temporary account coverage needs. Oversee smooth transitions during Account Executive absences, ensuring continuity of service. Oversee coordination and delivery of regular Customer Business Reviews with Premier & Core customers. Travel within assigned territories as necessary to support team and customer needs. Behaviors and Competencies Results Orientation: Can set strategic goals for the organization and lead multiple teams to achieve these goals, demonstrating a strong orientation towards results. Business Development: Can take ownership of significant business initiatives, collaborate with various stakeholders, and drive business results. Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance. Performance Management: Can manage team performance, align team goals with organizational objectives, and use performance metrics to drive results. Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication. Customer-Centric Mindset: Can take ownership of customer-centric initiatives, ensuring products and services align with customer needs. Collaborates with cross-functional teams to integrate customer feedback into product development. Analytical Thinking: Can use advanced analytical techniques to solve complex problems, draw insights, and communicate the solutions effectively. Negotiation: Can take ownership of complex negotiations, collaborate with others, and drive consensus. Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard. Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change. Skill Level Requirements Excellent time management, planning, and organizational skills - Expert Ability to continuously learn and work independently to acquire job related knowledge and skills - Expert Strong problem solving - Expert Ability to motivate others - Expert Excellent presentation skills - Expert Ability to think ahead, plan long-term decisions, and anticipate outcomes - Expert Self-motivated with ability to work with limited direction and oversight - Expert Strong consultative sales skills - Expert Other Requirements Completed Bachelor’s Degree or equivalent experience Minimum of 3 years of experience in sales management, account management, or related field, preferably within the IT or Public Sector environment. Demonstrated experience managing account portfolios and building professional relationships with vendors, partners, and internal teams. Strong understanding of servers, storage, networking, virtualization, cybersecurity, and cloud technologies and their business impact. 1+ years of management experience preferred Proven track record in attaining sales goals and quotas Highly focused on customer solutions and satisfaction Experience working with C-Level executives Proficiency in Microsoft Office applications; Outlook, Work, Excel & PowerPoint The estimated annual pay range for this position is $80,000 - $175,000 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