Account Manager

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

The Account Manager is responsible for driving customer retention and growth by identifying client pain points and developing tailored solutions, while maintaining regular communication to align sales and supply chain forecasts. This role involves hosting business reviews, engaging internal and external resources to meet customer needs, and acting as the primary liaison between customers, sales, and internal departments. Additionally, the Account Manager is tasked with providing exceptional customer service, managing CRM activities, and supporting major initiative campaigns to enhance technology deployment and utilization.

Role Description

(Including, but not limited to)

• Drive retention and growth by identifying customers’ pain points and developing end-to-end solutions.

• Maintain regular communication with customers to align forecasts with sales and supply chain management.

• Host Quarterly Business Review and status meetings on a regular cadence.

• Engage Account Executives and other resources to demonstrate capabilities and address customer needs.

• Regularly review and improve processes to accelerate technology deployment and utilization.

• Participate in business unit-specific major initiative campaigns.

• Prepare and deliver management reports according to customer requirements.

• Create, track, and update activities in the CRM system.

• Act as a central point of contact between customers, outside sales, and internal departments.

• Provide excellent customer service and support, including creating pricing quotes and managing renewals.

Behaviors and Competencies

• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

• Planning: Can identify opportunities for improvement, propose plans, and organize resources without explicit instructions.

• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.

• Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.

• Interpersonal Skills: Can communicate effectively, build relationships, and resolve conflicts with others in moderate situations.

• Digital Acumen: Can identify opportunities to use digital tools for improvement and propose digital solutions.

• Documentation: Can independently create and update documentation, ensuring accuracy and consistency, and can identify gaps or areas needing clarification.

• Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.

• Follow-Up: Can independently track and follow up on tasks without requiring reminders, ensuring responsibilities are fulfilled.

• Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.

Skill Level Requirements

• Ability to develop detailed Statements of Work (SOWs) and drive revenue growth through professional services engagements - Intermediate

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate

• Proficiency in overseeing and coordinating multiple related projects, ensuring they align with organizational goals and deliver intended benefits on time and within budget - Intermediate

• Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth - Intermediate

• Ability to excel in a team selling environment - Intermediate

• Proficiency in selling information technology products and services on a global scale, including understanding diverse market dynamics, managing international client relationships, and navigating complex sales processes across different regions - Intermediate

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required

• 2-4 years of experience working in outside sales, inside sales management, or pre-sales supporting large organizations

• Ability to travel to SHI, Partner, and Customer Events

• Advanced sales EOM sales certification preferred (i.e. Microsoft, Dell, HP, Cisco, AWS, Lenovo, etc.)

• 2-4 years of experience in a Customer Success role preferred

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