Customer Success Manager (Req #1487)

ePlus•Irving, TX

About The Position

The Customer Success Manager (CSM) manages the customer experience and satisfaction with Services delivery for assigned client accounts and is accountable for the overall service relationship. The role promotes improved productivity, service quality, resilience, and customer satisfaction through inventory management, expectation management, and attention to customer account revenue and satisfaction objectives. The CSM builds strategic partnerships with clients, coordinates customer onboarding and service reviews, advocates for client needs across departments, and works with sales teams to identify and hand off account growth opportunities. The role also coordinates service issue resolution, supports account reconciliation and change-order activities, and mentors team members. Travel to customer sites is required, typically within a two- to three-hour drive; limited overnight, air, or train travel may be needed. The initial base salary range is $75,000 to $120,000 annually. Compensation may also include commissions and discretionary bonuses. Benefits are dependent on the position offered and may include medical, financial, and other benefits, 401(k) eligibility, an employee stock purchase program, and paid time off such as vacation, sick time, and personal leave.

Requirements

Relevant degree and/or professional qualifications.
Minimum 3–5 years of experience in a client-facing position.
Experience developing and delivering quality presentations.
Experience working with or for an IT managed services organization or company.
Ability to work independently and as part of a fast-paced team environment.
Strong people management skills and communication abilities.
Strong client focus and high-level customer service expertise.
Depth of expertise in operational services management.
Strong development focus.
Systems and IT literacy, including networking, business communications, security, wireless, SAN, and server management support.
Ability to travel to customer sites, typically within a 2–3 hour drive; limited overnight, air, or train travel may be required.

Nice To Haves

ITIL v. 3 Foundations certification.

Responsibilities

Develop strong relationships and teams with external customers and internal constituents.
Hold face-to-face client meetings at least every 4–6 weeks and voice communications every 1–2 weeks to ensure alignment.
Advocate for customer needs and issues across departments.
Track and communicate customer satisfaction to team members and coordinate recovery efforts when needed.
Establish trusted strategic partnerships with assigned clients and drive continued value from products and services.
Lead and manage quarterly and/or semi-annual service business reviews.
Coordinate day-to-day issues and service business reviews with third-party ePlus strategic annuity services partners.
Coordinate and advocate for customers experiencing difficult issues, including root cause analysis and corrective action plans with engineering operations.
Welcome clients and serve as a point of contact and coordinator during onboarding.
Host go-live meetings with new customers and deliver signed start-of-service letters to billing contacts.
Help customers maintain key information, including contracts, escalation lists, and location information.
Facilitate communications and handoffs for issues and concerns involving non-managed services.
Work with sales teams to maximize account growth, including identifying upsell opportunities within existing accounts.
Hand off upsell opportunities to the appropriate Business Development Executive and/or Account Executive for follow-up.
Provide quarterly data for account reconciliation, including change orders and true-ups.
Provide data needed to support quotes and contracting of Change Orders.
Motivate and mentor team members.