Partner Services Coordinator
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 $15 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.
Job Summary
The Partner Services Coordinator will support our growing Services organization by providing support to teams that are delivering IT services to our Customers. The coordinator will interface with Customers, Sales, Operations, and our external Subcontractor network to ensure success as we help our Customers to deploy and manage their technology. The coordinator is responsible for providing support from the start of the IT delivery project (project kick off) to the end (project close), ensuring that projects are being billed accurately and on time as well as delivered with excellence.This position will report to the PMO Partner Services Manager in our Austin, Texas or Somerset, New Jersey office location.
Role Description
Coordinate with internal teams, including Sales, Operations, and Customer Success, to ensure accurate tracking, processing, and invoicing of services projects.
Respond to payment inquiries by reaching out to appropriate parties for clarification and ensuring all necessary information is provided.
Build and maintain professional relationships with subcontractors, partners, and internal teams to facilitate smooth operations and support service delivery.
Manage project documentation, including the review and execution of Statements of Work, and set up projects in online tools for end-to-end management and billing.
Attend and participate in project meetings, such as kickoff and close meetings, to ensure alignment on expectations, roles, and responsibilities among all parties involved.
Monitor project progress, manage expectations, and escalate issues as necessary to ensure successful project delivery.
Oversee project billing and invoicing activities, ensuring timely and accurate billing and payment to subcontractors.
Contribute to and leverage centralized documentation repositories for training and best practices, promoting continuous improvement and scalable growth.
Provide guidance on processes and standards to both internal teams and external subcontractors as well as holding subcontractors accountable to those processes.
Behaviors and Competencies
Customer Service: Can identify customer needs, propose suitable solutions, and handle more complex customer interactions.
Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
Willingness to Learn: Can actively seek out learning opportunities but may need guidance to apply new knowledge or skills effectively.
Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
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.
Prioritization: Can identify critical tasks, arrange them based on importance, and execute without explicit instructions.
Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
Skill Level Requirements
The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
Experience in utilizing video conferencing platforms, hosting virtual meetings, managing participant interactions, and troubleshooting common technical issues - Intermediate
Proficiency in using Business Intelligence tools to analyze and interpret data for informed decision-making preferred - Intermediate
Other Requirements
Completed Bachelor’s Degree or relevant work experience required
2-4 years of experience in a client-facing role
3-5 years of experience managing Customer relationship and projects
Knowledgeable of Microsoft Office applications
Preferred Requirements
Experience with Contracts and/or Statements of Work
Billing Software/PSA
Experience with PSA/Autotask, Airtable, Visio is a plus
The estimated annual pay range for this position is $55,000 - $80,000 which includes a base salary. 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
Average salary estimate
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