Customer Success Associate (Req #1321)

Overview

The Customer Success Associate (CSA) will manage the customer experience and satisfaction of managed services delivery to mid-tier client accounts, promoting continuous improvement and customer retention.

Your Impact

• Establish a trusted partner relationship with each client; drive value of ePlus products and services
• Engage and manage third-party annuity services partners, including completing the partner scorecard and customer survey
• Hold regular client meetings to review incidents, changes, and address specific needs and concerns
• Track and communicate customer satisfaction; manage recovery efforts
• Take ownership of customer issues and escalations, including root cause analysis and corrective action
• Execute semi-annual customer survey for assigned annuity services customers
• Align with assigned ePlus project manager and team members for optimal customer experience during on-boarding
• Host go-live meetings with new customers; deliver signed start-of-service letters to billing
• Work with customers to maintain key information such as contracts, escalation lists, and location data
• Prepare for and lead annual ePlus customer performance review meeting
• Manage communication and handoff for non-managed services issues and concerns
• Collaborate with sales teams to identify upsell opportunities
• Provide data for account reconciliation and quotes

Qualifications

• Relevant degree and/or professional qualifications
• Minimum 2 - 4 years of experience in a client-facing position
• Experience delivering quality customer-facing presentations
• Experience working in an IT managed services organization
• Previous project management experience is a plus
• Able to work independently and as part of a fast-paced team
• Strong people management and communication skills
• High-level customer service expertise
• Depth of operational services management expertise
• Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support

Position Specifics

The initial base salary range for this position is expected to be between $60,000 and $75,000 annually. Additional components such as commissions and discretionary bonuses may apply. ePlus offers a comprehensive benefits package, including medical, financial, and various paid time off benefits, as well as the option to participate in the 401(k) program and employee stock purchase plan. The company reserves the right to modify base salary and other compensation programs at any time.

About ePlus

ePlus is committed to fostering a culture that values collaboration, innovation, and extraordinary results. We are an equal opportunity employer dedicated to diversity, inclusion, and belonging. We embrace our values and commitment to these principles to make a positive impact within our organization and the broader community.

Corporate Values

• Respectful communication and cooperation
• Teamwork and employee participation
• Work/life balance that supports employees' needs
• Embracing communities

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.