The posting
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
The Customer Success Manager (CSM) - Azure is a solution-selling and customer lifecycle role responsible for driving Azure CSP retention, adoption, and growth by aligning Microsoft cloud capabilities, SHI services, and customer business outcomes.
This role owns the ongoing Azure customer experience across an assigned portfolio of accounts, proactively identifying opportunities to improve cloud maturity, optimize spend, reduce operational risk, expand service adoption, and build long-term Azure roadmaps. Working closely with sales, technical specialists, services, support, partner teams, and customer stakeholders, the Azure CSM leads outcome-driven conversations that connect customer priorities to Azure solutions, SHI services, Microsoft programs, and measurable business value.
Success in this role is measured by Azure customer retention, Azure Consumed Revenue (ACR) and CSP growth, adoption of Azure services and programs, customer engagement quality, QBR execution, roadmap creation, and the ability to consistently convert customer needs into actionable cloud outcomes.
Role Description
- Own the end-to-end Azure customer experience for an assigned portfolio of CSP customers, serving as a trusted advisor throughout the cloud lifecycle.
- Segment and prioritize customer engagement based on account tier, Azure spend, growth potential, risk level, and strategic importance.
- Develop a deep understanding of customer business objectives, Azure environments, technology roadmaps, operational challenges, and third-party vendor relationships.
- Lead recurring customer engagement activities, including Quarterly Business Reviews (QBRs), monthly touchpoints, customer updates, support case reviews, roadmap discussions, and strategic planning sessions.
- Drive customer retention by proactively identifying risks, maintaining engagement cadence, reinforcing value realization, and coordinating mitigation plans with internal teams.
- Identify and drive Azure growth opportunities through cloud optimization, modernization, migration, governance, security, FinOps, data, AI, and managed services initiatives.
- Review customer trends related to support, technology adoption, and program utilization in alignment with the Microsoft Cloud Adoption Framework to identify service gaps and growth opportunities.
- Facilitate customer-facing Success Plans and internal Growth Plans that translate account priorities into actionable objectives, ownership, timelines, and measurable outcomes.
- Lead cloud strategy discussions focused on cost optimization, governance, security, risk management, operational efficiency, reliability, resilience, data and analytics, AI innovation, and organizational readiness.
- Position relevant SHI and Microsoft programs, including workshops, assessments, services, funding opportunities, webinars, and consulting engagements, to align with customer goals.
- Maintain strong operational discipline across account plans, Success Plans, Growth Plans, QBR/ABR tracking, pipeline management, customer touchpoints, opportunity follow-up, and customer success metrics.
- Advocate for customers internally and help ensure seamless transitions between contracts, onboarding activities, service engagements, and partner relationships.
Behaviors and Competencies
- Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
- Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
- Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
- Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
- Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
- Impact and Influence: Can persuade others to consider different perspectives.
- Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
- Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
- Business Acumen: Can analyze financial and operational data to make informed decisions.
- Emotional Intelligence: Can identify and manage personal emotions and begin to recognize others’ emotions in moderate situations.
- Results Orientation: Can set personal goals and work towards them, achieving results consistently.
- Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
Skill Level Requirements
- Strong digital fluency with Microsoft 365, Dynamics CRM, collaboration tools, reporting solutions, and business productivity platforms.
- Ability to develop practical knowledge of cloud services, customer consumption models, partner programs, purchasing motions, and commercial constructs to support customer conversations.
- Strong analytical skills with the ability to interpret usage trends, support activity, cost drivers, risk indicators, customer feedback, and business priorities to identify improvement opportunities.
- Ability to develop and execute customer success plans, business reviews, account reviews, recurring communications, and roadmap initiatives.
- Foundational technical aptitude and curiosity with the ability to understand core cloud solution areas and connect customer needs with appropriate subject matter experts, services, and next steps.
- Opportunity identification and qualification skills, including uncovering business challenges, conducting discovery conversations, aligning needs to solutions, and advancing qualified opportunities.
- Strong collaboration and relationship-building abilities with the capacity to work across sales, technical, services, operations, support, partner, and vendor teams.
- High attention to detail and operational discipline in maintaining accurate pipeline, opportunity, account planning, customer success, and engagement records.
- Excellent facilitation, presentation, and communication skills with the ability to align stakeholders, clarify business impact, prioritize actions, and drive measurable outcomes.
- Customer-centric and outcome-driven mindset with the ability to translate business objectives into Azure priorities, cloud outcomes, and success metrics.
- Ability to balance customer retention, risk mitigation, adoption, and growth while strengthening long-term Azure relationships.
- Consultative advisory skills with the ability to lead discussions on Azure cost optimization, governance, security, operations, resilience, modernization, data, AI, and managed services.
- Strong executive communication skills with the ability to engage technical, operational, financial, and executive stakeholders using business-focused messaging.
- Proactive and action-oriented approach with the ability to identify risks, obstacles, and opportunities before they become escalations.
- Financial and commercial awareness related to Azure consumption, CSP economics, Reserved Instances (RI), Savings Plans, FinOps principles, marketplace offerings, and services growth opportunities.
- Adaptability and learning agility with the ability to stay current on Azure technologies, Microsoft programs, SHI solutions, internal tools, and evolving CSP processes.
- Ability to guide customers through all phases of the cloud journey, including onboarding, adoption, optimization, modernization, roadmap planning, and long-term cloud maturity.
Other Requirements
- Bachelor's degree or equivalent relevant work experience required.
- Ability to travel to SHI, Microsoft, partner, and customer events as needed.
- Minimum of 2 years of experience in sales, customer success, account management, cloud services, technology consulting, or a related advisory role.
- Minimum of 1 year of experience selling, supporting, managing, or advising on Microsoft technologies or cloud services.
- Azure, Microsoft, FinOps, or customer success certifications are preferred and may be expected as part of ongoing professional development.
- Ability to earn and maintain relevant Microsoft certifications, partner badges, and internal enablement requirements.
Preferred
- Experience supporting Azure CSP environments, cloud optimization initiatives, customer engagement programs, or services-led growth strategies.
The estimated annual pay range for this position is $75,000 - $250,000 which includes a base salary plus commissions. 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
