PubSec Field Account Manager

About this role

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

We are looking for a passionate and experienced Field Account Manager to be responsible for engaging with key customers in this Public Sector Field sales overlay position by building and preserving trusted relationships. The Field Account Manager will be the primary point of contact between the customer(s) contract stakeholders and SHI.  This person will collaborate with the Account Executive team to optimize the opportunity presented by our contract vehicles with the customer(s). 

The Field Account Manager will focus on efficiently managing transactional business, extending our partner network, being the subject matter expert on terms and conditions of the contract(s), and coordinate with partners and internal teams to deliver on client expectations.  The Field Account Manager will also serve as a point of contact for Accounts that need temporary coverage due to an Account Executive transition or absence. In addition, the right candidate will have a thorough knowledge of SHI’s business and offerings, participate in implementing strategic plans to grow the account, and help to identify potential new opportunities.

This position will report to the Senior District Manager of the Public Sector Field role within the Public Sector Sales department. 

Role Description • Conduct regular meetings with customer(s) contract stakeholders

• Develop and   maintain   detailed knowledge of SHI’s products, services, and processes

• Manage large transactional opportunities/orders brought to SHI by customer and/or partners

• Act as a liaison between Outside Sales, customers, Inside Sales and other SHI internal departments

• Collaborate   with SHI’s Capture & Contract Management teams to manage complex contract negotiations

• Coordinate and   participate   in marketing activities to   named   customer base

• Provide excellent customer service and support to customers and outside sales team

• Engage on large customer deals through deal registration with internal teams, vendors, and track these through our Customer Relationship Management (CRM) tool

• Establish vendor and distribution channel partnerships via meetings and phone conversations

• Educate sellers, support   teams   and partners on the parameters of the contract and how to appropriately   leverage   contract(s) to close business

• Actively   participate   in team meetings with managers to review important updates and changes 

• Be proactive with problem resolution

• Collaborate and strategize with Account Executive on potential new opportunities based on customer’s quoting and order history

• Accelerate customer contract adoption within assigned territory

• Act as point of contact and escalation for contract compliance and support issues

• Provide temporary coverage for territories/customers due to Account Executive transition/absence continuing SHI’s World Class support throughout

• Participate in knowledge transfer sessions from exiting AE as well as incoming AE to ensure a smooth hand off

• Coordinate and deliver regular Customer Business Reviews with Tier 1 customers

• Travel within your assigned territory as necessary  

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 i

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