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 $15 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.

Job Summary

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.

Role Description

• Serve as the main point of contact for contract-related inquiries and requests.
• Provide regular status updates to senior management and relevant teams.
• Engage with internal teams to support quality and status of service engagements.
• Collaborate on establishing processes for fulfilling contracts across company organizations.
• Ensure appropriate internal team engagement for specific tasks.
• Track and manage status of action items and project deliverables.
• Facilitate communication with senior and C-level management from both company and customers.
• Contribute to process improvements related to contractual requirements.
• Conduct and report on contract status meetings.
• Oversee the development and quality control of Statements of Work (SOW).

Behaviors and Competencies

Business Acumen: Can analyze financial and operational data to make informed decisions.

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

Follow-Through: Can manage multiple tasks, prioritize effectively, and meet deadlines without needing explicit reminders.

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

Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

Prioritization: Can identify critical tasks, arrange them based on importance, and execute without explicit instructions.

Continuous Improvement: Can identify moderate areas for improvement and implement moderate changes.

Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.

Skill Level Requirements

• Ability to thoroughly understand and analyze contracts and statements of work - Intermediate
• Ability to oversee and direct projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied - Intermediate
• Familiarity with the operational mechanisms, hierarchical setup, and the overall framework of SHI, enabling effective navigation and utilization of internal processes - Intermediate
• Proven experience working with public sector customers and managing contract vehicles - Intermediate
• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
• Demonstrates a working knowledge of current and evolving IT technologies including Cloud, Security, Servers, Storage, and Disaster Recovery - Intermediate

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required
• 2-4 years of experience in a similar role
• Ability to travel 10%

The base salary for this position is $50,000 - $80,000. 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