Cisco Enterprise Agreement Customer Success Manager


On Site
USD 100,000.00 - 150,000.00 per year
Full Time


Customer experience
Microsoft Excel
Business model
Job wrapping
Enterprise architecture
Value engineering
Web portals

Job Details

Job Summary

The Cisco EA Customer Success Manager will onboard and guide customers in their designated alignment to ensure retention and growth through the life cycle of their Enterprise Agreement (EA) or other software contracts up until their renewal date. The Cisco EA Success Manager will work with Cisco software and Enterprise Agreement customers to create Customer Success Plans to drive adoption, expansion, and services for their Cisco Enterprise Agreements.

This position is a remote position that may be required to report to Austin, TX or Somerset, NJ as required for business needs as determined by SHI management.

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 $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.


Include, but are not limited to :
  • Seamlessly onboard customers into their Cisco Enterprise Agreement (EA)
  • Function as the Subject Matter Expert (SME) in regards to EA customers' Cisco Smart Accounts, EA Workspace, Control Hub, Meraki Dashboard, and more.
  • Planning and conducting Customer Success Reviews (CSRs) with customers on a consistent basis
  • Interpreting intricate/advanced Cisco EA consumption reports for True Forward analysis
    • Comprehending Value Shift/Cross-Suite Value Shift for True Forwards
    • Understanding customers' objectives and aligning SHI offerings to help achieve their business goals
  • Taking full ownership and responsibility for the retention of existing EA customers by implementing our EA CSM Renewal Playbook
    • Includes creating a Total Cost of Ownership (TCO) analysis for all Cisco EA renewals
    • High-level of knowledge on Cisco Commerce Workspace (CCW) & EA Management Portal (EAMP) is a strong asset

As a Cisco EA CSM at SHI, your role will involve managing the relationship with our Cisco EA customers for their entire lifecycle, from onboarding to renewal. We ensure that every Cisco EA customer is provided with a single-dedicated resource throughout their agreement, guaranteeing the best customer experience possible.


  • Completed Bachelor's degree or equivalent experience
  • 3+ years of technical, business and/or sales experience
  • 3+ years of experience with selling Cisco products, Smart Accounts or services with a proven track record

Required Skills

  • Working knowledge of Microsoft, Excel, and PowerPoint.
  • Knowledge of Cisco, including business model, architectures, and solutions.
  • Excellent organizational and self-management skills
  • Ability to articulate Cisco Smartnet renewal program
  • Executive- level communication, consultation and presentation skills are essential

Certifications Required

  • Cisco Customer Success Manager Specialist Certification must be obtained within 6 months of hire date

Unique Requirements

  • Travel as needed based on business needs and determined by SHI management.

Additional Information

  • The estimated pay range for this position is $100,000 - $150,000, which includes a base salary and bonuses. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location, and therefore will vary from individual to individual. This information is provided per the Colorado Equal Pay Act/ New York Human Rights Law. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
  • Equal Employment Opportunity - M/F/Disability/Protected Veteran Status

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