Customer Success Associate (Req #1421)
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The posting has sections: Overview, Your Impact, The Essential Functions Of This Position Include (list), Qualifications, Position Specifics (includes salary and benefits), Who We Are, Corporate Values, Commitment to Diversity..., Physical Requirements, etc. We need to include only sections with real specific content. We should not repeat job title as heading. We need to map content to appropriate headings.
We need to decide which sections to include: Overview (maybe "About the role")? The overview paragraph: "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." That's a prose description. Could be under About the role
with
. Your Impact: maybe "Responsibilities"? The "Your Impact" heading then "The Essential Functions Of This Position Include" list. That is responsibilities. So we can put
Responsibilities
with- items.
Qualifications: there is a Qualifications section with bullet list. So
Qualifications
with- .
Position Specifics includes salary range and benefits. So we need Pay and Benefits sections if they have specific content. Salary range: "The initial base salary range for this position is expected to be between $60,000 and $75,000 annually." That's specific. Also mention other components: commissions, discretionary bonuses. 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." That's specific enough. So we can have
- . Qualifications list: bullet points after "Qualifications". Let's extract: - Minimum 2 – 4 years of experience in a client-facing position (Customer Success, Client Services, Account Management, or Technical Support), preferably within an IT services or managed services environment - Development and delivery of quality customer-facing presentations (in-person and virtually). - Proficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams - Strong customer service, active listening, and client relationship management skills - Demonstrated analytical skills with the ability to monitor account health, usage metrics, and reporting - Results-oriented with high emotional intelligence and the ability to manage multiple priorities in a dynamic environment - Demonstrate depth of operational services management expertise - Able to work independently and as part of a dynamic team environment - Relevant degree and/or professional qualifications - Previous project management experience is a plus - Understanding of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management is a plus. We'll put each as
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Pay section: paragraph: "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."
We can combine into one
. Benefits section: paragraph: "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. 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." We need to preserve all substantive info; the at-will statement is part of Position Specifics. We'll include it in Benefits section? Might be better to put under Benefits but it's about at-will employment and salary modification. Could be part of Pay? Actually it's about compensation modifications. Could be placed under Pay as well. But we have to preserve all. We'll include it in Benefits section as it's still about compensation/benefits? Might be okay. Or we could create a separate section but not allowed headings. We'll embed in Benefits. Also we have "Who We Are", "Corporate Values", "Commitment to Diversity, Inclusion and Belonging", "Physical Requirements". We'll embed those in About the role section after overview. Let's craft About the role paragraph(s): First paragraph: Overview as given. Second paragraph: "Who We Are 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." Third paragraph: "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." Fourth paragraph: "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." Fifth paragraph: "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." We need to ensure we didn't include boilerplate like EEO etc? Actually the Commitment to Diversity is EEO; but it's substantive. We'll
Pay
withdescribing salary and bonuses.
Benefits
withdescribing benefits. We also have "Who We Are" and "Corporate Values" etc. Those could be considered "About the company" but not required headings. The instruction says prefer a few substantive sections over many thin ones. We could combine Who We Are and Corporate Values into a single section maybe "About the Company" but not in list of allowed headings. Allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could use "About the role" for overview, "Responsibilities" for essential functions, "Qualifications" for qualifications, "Pay" for salary, "Benefits" for benefits. We could omit "Who We Are" etc as they are not required headings; but we must preserve ALL substantive information; we cannot drop info. However we could incorporate that info into existing sections? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we must keep all substantive info, but we can place it under appropriate headings. If we don't have a heading for "Who We Are", we could put it under "About the role"? That might be odd but still preserve info. However "About the role" is meant for role description; but we could add a paragraph about company after role description. That would still preserve info. Similarly "Corporate Values" could go under same section or maybe under "About the role". The instruction says we should not create headings without real specific content. So we can avoid creating extra headings like "Who We Are". Instead we can embed that info under existing headings. Thus final HTML:
About the role
with paragraphs: overview + Who We Are + Corporate Values + Commitment to Diversity + Physical Requirements? Actually Physical Requirements is also substantive; we could embed there as well. But maybe better to create a section "About the role" and include all narrative paragraphs that are not list-based. However the instruction says prefer a few substantive sections over many thin ones. So we can have About the role (overview + company info + values + physical requirements). Responsibilities (list). Qualifications (list). Pay (salary + bonus). Benefits (benefits). That seems reasonable. We must not include Schedule as no info. Not include Requirements or Skills unless present; we have Qualifications which covers requirements. Could also have Skills but we already have Qualifications includes skills. We'll stick to Qualifications. Now we need to extract the lists. Responsibilities list items from "The Essential Functions Of This Position Include" bullet points (the sentences after colon). Let's list them: - Establish a trusted and strategic partner relationship with each assigned client; drive continued value of ePlus products and services - Hold regular client meetings to review incidents, changes, and address specific customer needs and concerns – target cadence bi-weekly or monthly - 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 - 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 We need to preserve all. We'll put each as