Customer Success Associate

ePlus Technology, inc.

6d • $60,000 - $75,000

About The Position

As a Customer Success Associate (CSA), you will be accountable for managing the customer experience and satisfaction of managed services delivery to a mid-tier set of client accounts and for the overall service relationship. You will promote the continuous improvement of productivity, service quality, and customer satisfaction, while focusing on customer retention and helping customers receive the optimal value of services delivered.
Your Impact
The essential functions of this position include:
Establish a trusted and strategic partner relationship with each assigned client; drive continued value of ePlus products and services
Engage and manage strategic 3rd party annuity services partners, including the execution of the semi-annual process of completing the partner scorecard and corresponding customer survey
Hold regular client meetings to review incidents, changes, and address specific customer needs and concerns – target cadence bi-weekly or monthly
Track and communicate customer satisfaction to all team members and manage recovery efforts when appropriate
Take ownership and role of customer advocate for sensitive customer issues and escalations, including the development and execution of root cause analysis and related plans for corrective action
Execute semi-annual customer survey for assigned annuity services customers
Align with assigned ePlus project manager and other team members to help provide optimal customer experience throughout on-boarding process
Host go-live meetings with new customers; deliver signed start-of-service letters to billing
Work with customers to maintain key customer information such as contracts, escalation lists and location data
Responsible for preparing for and leading annual ePlus customer performance review meeting, which includes participation from multiple levels of the customer’s organization and other members of the ePlus Team
Manage communication and handoff for non-managed services issues and concerns, ensuring customers experience a full-service, or one-service mentality
Collaborate with sales teams to identify potential upsell opportunities within assigned customer portfolio – engage Business Development Executive and/or Account Executive for appropriate actions
Provide data to Business Development Executive for account reconciliation (change orders/true ups) on a regular basis and as required by the business
Provide necessary data in support of quotes and contracting of Change Orders
Performs other duties as assigned

Requirements

• Relevant degree and/or professional qualifications
• Minimum 2 – 4 years of experience in a client-facing position
• Development and delivery of quality customer-facing presentations
• Working with or for an IT managed services organization / company
• Able to work independently and as part of a fast-paced team environment
• Strong people management skills with strong communication abilities
• Strong client focus and high-level customer service expertise
• Demonstrate depth of operational services management expertise
• Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.

Nice To Haves

• Previous project management experience is a plus

Responsibilities

• Establish a trusted and strategic partner relationship with each assigned client; drive continued value of ePlus products and services
• Engage and manage strategic 3rd party annuity services partners, including the execution of the semi-annual process of completing the partner scorecard and corresponding customer survey
• Hold regular client meetings to review incidents, changes, and address specific customer needs and concerns – target cadence bi-weekly or monthly
• Track and communicate customer satisfaction to all team members and manage recovery efforts when appropriate
• Take ownership and role of customer advocate for sensitive customer issues and escalations, including the development and execution of root cause analysis and related plans for corrective action
• Execute semi-annual customer survey for assigned annuity services customers
• Align with assigned ePlus project manager and other team members to help provide optimal customer experience throughout on-boarding process
• Host go-live meetings with new customers; deliver signed start-of-service letters to billing
• Work with customers to maintain key customer information such as contracts, escalation lists and location data
• Responsible for preparing for and leading annual ePlus customer performance review meeting, which includes participation from multiple levels of the customer’s organization and other members of the ePlus Team
• Manage communication and handoff for non-managed services issues and concerns, ensuring customers experience a full-service, or one-service mentality
• Collaborate with sales teams to identify potential upsell opportunities within assigned customer portfolio – engage Business Development Executive and/or Account Executive for appropriate actions
• Provide data to Business Development Executive for account reconciliation (change orders/true ups) on a regular basis and as required by the business
• Provide necessary data in support of quotes and contracting of Change Orders
• Performs other duties as assigned

Benefits

• ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered.
• Details of participation in these benefit plans will be provided if an offer of employment is extended.
• ePlus Benefits highlights can be viewed here.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed