Presales Services Advisor

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 Presales Services Advisor will provide front-line support for service requests, qualifying them to ensure alignment with SHI capabilities and customer needs. This role involves coordinating the creation of Statements of Work, facilitating terms and conditions agreements, and supporting the transition of signed agreements to the service delivery team. The specialist will also manage service opportunity pipelines, maintain comprehensive project documentation, and collaborate with internal teams and partners to ensure successful service engagements and a world-class customer experience.

Role Description

• Serve on the Presales Service Desk, providing front-line support for incoming service requests and inquiries.

• Qualify and assess incoming service requests based on SHI's services success criteria to ensure alignment with capabilities and customer needs.

• Oversee and coordinate the creation of Statements of Work (SOWs), ensuring they meet customer requirements and expectations.

• Facilitate the flow of Terms and Conditions between customers, SHI, and partners, ensuring clarity and agreement.

• Engage in discovery calls to gather information on project expectations, customer IT environments, and desired outcomes.

• Maintain comprehensive project documentation throughout the sales cycle, including any necessary SOW revisions.

• Support the transition of signed agreements from the presales process to the SHI service delivery team.

• Manage and update a pipeline of service opportunities, tracking progress and potential engagements.

• Ensure the delivery of a world-class customer experience, adhering to SHI standards and practices.

• Collaborate with internal teams, customers, and partners to facilitate successful service engagements and outcomes.

• Build and maintain strategic relationships with clients and stakeholders.

• Build, maintain, and contribute to process and procedure documentation as necessary.

Behaviors and Competencies

• Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.

• Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.

• Technical Expertise: Can apply technical knowledge and skills effectively in most situations, with occasional guidance.

• Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.

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

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.

• Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.

• Critical Thinking: Can analyze and interpret data to inform decision-making, and propose solutions based on logical reasoning.

• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.

Skill Level Requirements

• Understanding of Information Technology products and solutions to effectively evaluate, implement, and support technological initiatives within an organization - Intermediate

• The ability to effectively communicate and sell complex technical products or services by understanding customer needs, articulating the value proposition, and providing technical expertise to support the sales process - Intermediate

• Familiarity with the operational mechanisms, hierarchical setup, and the overall framework of SHI, enabling effective navigation and utilization of internal processes preferred - Intermediate

• Proven experience working with public sector customers and managing contract vehicles preferred - Intermediate

• Ability to thoroughly understand and analyze contracts and statements of work preferred - Intermediate

Other Requirements

• Completed Bachelor’s Degree or relevant work experience required

• 2-4 years of experience in sales, sales support, help desk, or a similar role

• Ability to travel up to 10% for SHI Partner and Customer events

• Advanced certification such as CompTIA A+, Cisco CCNA, AZ-900, MS-900, and Proposal Writing preferred

The base salary for this position is $55,000 - $75,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $65,000 - $95,000. 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