Customer Success Associate (Req #1321)

About the role

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. 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

Responsibilities

• 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

Requirements

• 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
• #LI-AC1
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