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.

The Contract Success Manager will report to Public Sector Manager of Contract Success.

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.

Responsibilities

Include 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 Contract

• Provide status updates to Senior Management and Public Sector Contract Request

• Provide 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 SHI

• Collaborate with Contract Success Team on processes related to fulfilling contracts are established within the various company organizations

• Ensuring the correct internal team is engaged for a specific task

• Tracking status of action items

• Actively engage with various internal teams/departments to ensure deadlines are met, and escalating as appropriate

• Manage customer contracts, projects and company committed RFP responses with large complexity and size

• Communicate with Senior and C level management from both company and customer

• Contribute to process improvements for the Contract Success Team, company departments and services as pertains to the contractual requirements from the customer

• Communicate and monitor actions of multiple resources involved in contract, internal company consultants, partners, or customer

• Track Pre-Sales SOW generation action items

• Conduct contract status meetings and reporting on contract status

• Manage the SOW development process and track deliverables of the SOW process

• Assisting the various teams in preparing Statements of Work in accordance with Contract requirements

• Maintain quality control of SOW and provide cost input to the SOW

Qualifications

• Bachelor'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 SHI

• Understand the complexity of public sector procurement vehicles

• Understanding and application of problem resolution skills

• Understanding and working knowledge of IT concepts: security, servers, storage, cloud computing, and disaster recovery

• Strong working knowledge of what SHI organizations will be needed to support the contract

• Proficiency 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 services

• Ability to define, assign owners, and manage tasks, escalate issues, manage status meetings

• Excellent interpersonal skills

• Ability to be responsive to internal departments and be able to get internal teams to complete their tasks in a timely fashion

• Excellent communication skills

• Ability to communicate with customer and SHI organizations clearly and concisely, manage expectations, define actions, tasks, and processes to all parties

• Ability to manage multiple tasks with minimum supervision or oversight

• Excellent follow up skills, prioritization, and operate from a sense of urgency

• Ability to develop and implement processes in support of the contract

• Ability to collaborate with internal departments to complete contract tasks in a timely fashion

Certifications 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

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Job Locations US-NJ-Somerset

Requisition ID 2025-18829

Approved Min (Total Target Comp) USD $50,000.00/Yr.

Approved Max (Total Target Comp) USD $85,000.00/Yr.

Compensation Structure Flat Base

Category Presales/Post Sales Support