Customer Success Manager

ePlus Technology, inc.•Irvine, CA

5d•Onsite

About The Position

As a Customer Success Manager (CSM), you will be accountable for managing the customer experience and satisfaction of Services delivery to client accounts within a defined area of the customer base. You will be responsible for the overall service relationship, promoting continuous improvement in productivity, service quality, and customer satisfaction by focusing on improving resilience and customer service through inventory management, managing expectations, customer account revenue, and customer satisfaction objectives.

Requirements

Relevant degree and/or professional qualifications
Minimum 3 – 5 years of experience in a client-facing position
Development and delivery of quality 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
Strong development focus
Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Ability to travel to customer sites, typically within a 2-3 hour drive; overnight and air or train travel may be required on a limited basis

Nice To Haves

ITIL v. 3 Foundations certification preferred

Responsibilities

Develop strong relationships and teams, both with external customers and internal constituents.
Hold regular face-to-face client meetings, at least once every 4-6 weeks, with regular voice communications every 1-2 weeks, to ensure alignment.
Advocate customer needs and issues cross-departmentally.
Track and communicate customer satisfaction to all team members and coordinate recovery efforts, when needed.
Establish a trusted, strategic partner relationship with each assigned client and drive continued value of our products and services.
Lead and manage quarterly and/or semi-annual service business reviews.
Coordinate and align with 3rd party ePlus strategic annuity services partners on day-to-day issues and service business reviews.
Act as coordinator and customer advocate for difficult customer issues, including root cause analysis and a plan of corrective action in conjunction with engineering operations.
Welcome and act as a point of contact and coordinator for clients during the onboarding process.
Host go-live meetings with new customers; deliver signed start-of-service letters to billing contacts.
Work with customers to maintain key customer information such as contracts, escalation lists and location information.
Facilitate communications and handoffs for issues and concerns around non-managed services.
Work with sales teams to maximize account growth opportunities, including identification of upsell opportunities within the existing account base.
Manage handoff of upsell opportunities to the respective Business Development Executive and/or Account Executive for appropriate follow-up.
Provide data for account reconciliation (change orders/true ups) on a quarterly basis.
Provide necessary data in support of quotes and contracting of Change Orders.
Motivate and mentor team members.