The Contract Success Manager will manage and develop public sector customer relationships that promote retention and loyalty. The Contract Success Manager will work closely with customers to ensure they are satisfied with the services receive and to improve upon areas of dissatisfaction. This role will bridge the gap between sales and support.
The goal of SHI’s Contract Success is to make the customer as successful as possible, which in turn, improves customer lifetime value for the vendor. The Contract Success Manager ensures that the company is “easy to do business with” in fulfilling the requirements of contracts.
The Contract Success Manager will report to Public Sector Manager of Contract Success.
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:
Respond to requests from Contract Success Team, Leadership, Internal SHI Business Units – Single Point of Contact on matters related to the ContractProvide status updates to Senior Management and Public Sector Contract RequestProvide daily/weekly status updates to Contract Success Team Actively engage with the Solutions teams in support of ensuring quality and status of SOW engagements and process for the Contract Success Team and Customers consuming services from SHICollaborate with Contract Success Team on processes related to fulfilling contracts are established within the various company organizationsEnsuring the correct internal team is engaged for a specific taskTracking status of action itemsActively engage with various internal teams/departments to ensure deadlines are met, and escalating as appropriateManage customer contracts, projects and company committed RFP responses with large complexity and sizeCommunicate with Senior and C level management from both company and customerContribute to process improvements for the Contract Success Team, company departments and services as pertains to the contractual requirements from the customerCommunicate and monitor actions of multiple resources involved in contract, internal company consultants, partners, or customerTrack Pre-Sales SOW generation action itemsConduct contract status meetings and reporting on contract statusManage the SOW development process and track deliverables of the SOW processAssisting the various teams in preparing Statements of Work in accordance with Contract requirementsMaintain quality control of SOW and provide cost input to the SOW QualificationsBachelor's Degree or relevant work experience required
4+ years SHI experience in Operational, Sales or Sales Support role, OR 1+ years SHI experience in Operational, Sales or Sales Support role and 3+ years relevant experience outside SHIUnderstand the complexity of public sector procurement vehiclesUnderstanding and application of problem resolution skillsUnderstanding and working knowledge of IT concepts: security, servers, storage, cloud computing, and disaster recoveryStrong working knowledge of what SHI organizations will be needed to support the contractProficiency in MS office tools – Outlook, Word, Excel, PowerPoint Required Skills Ability to read a contract and understand the company commitment to the customer for product and services, contractual obligations, and requirements in the delivery of servicesAbility to define, assign owners, and manage tasks, escalate issues, manage status meetingsExcellent interpersonal skillsAbility to be responsive to internal departments and be able to get internal teams to complete their tasks in a timely fashionExcellent communication skillsAbility to communicate with customer and SHI organizations clearly and concisely, manage expectations, define actions, tasks, and processes to all partiesAbility to manage multiple tasks with minimum supervision or oversightExcellent follow up skills, prioritization, and operate from a sense of urgencyAbility to develop and implement processes in support of the contractAbility to collaborate with internal departments to complete contract tasks in a timely fashionCertifications Required
None
Unique Requirements 10% Travel may be required for special meetings Additional Information The estimated annual pay range for this position is $50,000 - $85,000. 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 Options Apply for this job onlineApplyShareRefer a friend to this jobRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Need help finding the right job? We can recommend jobs specifically for you! Click here to get started. Application FAQsSoftware Powered by iCIMS
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