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 Lifecycle Advisor serves as a trusted advisor and account manager, providing subject matter expertise in commercial programs, contracts, subscriptions, agreements, and related business processes. This role owns the end-to-end management of the customer contract lifecycle, ensuring accurate, timely, and compliant execution of contractual and financial events while supporting long-term customer retention and satisfaction. The Lifecycle Advisor partners closely with sales, customer success, operations, finance, and partner stakeholders to deliver consistent outcomes, mitigate risk, and optimize customer value throughout the lifecycle of agreements and services. Success in this role is measured by the ability to protect and grow long-term customer relationships through high-quality contract execution, financial accuracy, proactive lifecycle management, and a seamless customer experience that supports renewal continuity and customer trust.
Role Description
- Serve as the account manager and trusted advisor for contractual, subscription, and commercial matters across assigned customers.
- Act as the subject matter expert on customer agreements, purchasing programs, subscription models, contract structures, amendments, and renewals.
- Assist Customer Success Managers with end-to-end management of the customer lifecycle, from onboarding through renewal and expansion opportunities.
- Project manage customer financial and contractual events, including renewals, anniversaries, consumption reviews, amendments, upgrades, downgrades, and transitions.
- Ensure accurate, timely, and compliant execution of contracts, pricing, ordering, invoicing, and entitlement activities.
- Proactively plan and execute retention and renewal strategies to support long-term customer success and continuity.
- Partner closely with sales, operations, finance, customer success, and external stakeholders to align execution with customer and business objectives.
- Provide customers with guidance regarding contractual obligations, entitlements, program requirements, and financial impacts.
- Identify and mitigate contractual, financial, operational, and compliance risks throughout the customer lifecycle.
- Maintain high standards of operational excellence and data accuracy across customer, contract, and lifecycle records.
- Build strong, long-term customer relationships through transparency, accountability, and consistent service delivery.
- Support customer growth and satisfaction by ensuring a seamless and well-managed experience throughout the lifecycle of agreements and services.
- Continuously develop knowledge of industry trends, technologies, services, and commercial programs relevant to customer needs.
Behaviors and Competencies
- Analytical Thinking: Synthesizes complex contractual, financial, and operational data; identifies risks, trends, and opportunities; and translates insights into actionable recommendations for customers and internal stakeholders.
- Consultative Mindset: Operates as a trusted advisor by providing objective, customer-focused guidance tailored to customer needs, business objectives, and contractual requirements.
- Attention to Detail & Accuracy: Maintains a high level of precision when reviewing contracts, pricing, entitlements, financial records, and transactional data to ensure quality and compliance.
- Communication: Communicates complex concepts clearly and effectively to customers, sales teams, operational teams, and leadership, adapting messaging to the audience and business context.
- Proactive Ownership: Anticipates customer needs, upcoming lifecycle events, risks, and opportunities; takes initiative to drive outcomes and prevent issues before they occur.
- Customer Focus: Advocates for the customer while balancing business objectives, compliance requirements, and operational standards to deliver long-term value and strengthen customer relationships.
- Time & Priority Management: Effectively manages multiple customer engagements, contractual events, and deadlines while maintaining quality, responsiveness, and attention to detail.
- Adaptability & Continuous Learning: Responds effectively to changing business requirements, program updates, technologies, and customer needs while continuously expanding knowledge and expertise.
- Cross-Functional Collaboration: Works effectively across sales, customer success, finance, operations, and external partners to deliver aligned, seamless customer outcomes.
- Governance & Documentation: Ensures all customer interactions, decisions, assumptions, and outcomes are thoroughly documented to support compliance, transparency, and operational consistency.
Skill Level Requirements
- Advanced proficiency with business productivity applications, including Word, Excel, PowerPoint, Outlook, collaboration platforms, and CRM systems.
- Ability to manage contract lifecycles, renewals, subscription programs, and customer account activities.
- Knowledge of contract management, commercial agreements, pricing structures, and customer renewal processes.
- Strong analytical and reporting skills with the ability to interpret customer, financial, and operational data.
- Experience using CRM, ERP, contract management, and business intelligence tools.
- Ability to manage multiple projects and customer engagements simultaneously while maintaining accuracy and compliance.
- Strong customer relationship management and stakeholder engagement skills.
- Ability to communicate contractual and business concepts to both technical and non-technical audiences.
Other Requirements
- Bachelor's degree in Business Administration, Finance, Accounting, Supply Chain Management, Information Technology, Sales, Marketing, or a related field required.
- Equivalent combination of education and relevant professional experience may be considered in lieu of a degree.
- Master's degree in Business Administration (MBA), Finance, Management, or a related discipline preferred.
- Certifications in Contract Management, Customer Success, Project Management, Vendor Management, or Licensing Programs preferred.
- Experience with CRM, ERP, subscription management, contract lifecycle management (CLM), or customer success platforms preferred.
- Industry-specific certifications related to technology, cloud services, software licensing, or commercial program management preferred.
- Continuing education or professional development coursework in customer lifecycle management, negotiation, business operations, or account management preferred.
The estimated annual pay range for this position is $65,000 - $125,000 which includes a base salary and bonus. 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
