Overview
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
Qualifications
- 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
- Previous project management experience is a plus
- 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.
Position Specifics
The initial base salary range for this position is expected to be between $60,000 and $75,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.
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.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.
Corporate Values
- Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
- Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
- Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
- Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.
Commitment to Diversity, Inclusion and Belonging
- We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
- ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.
Physical Requirements
- While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.
- By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.
ePlus maintains a California Consumer Privacy Act (CCPA) Privacy Notice on our Trust Center, available here: CCPA Privacy Notice.
Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.
