Customer Success Associate
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Job Description
Customer Success Associate managing client satisfaction, service delivery, and escalations for ePlus, a technology solutions provider. Driving retention, onboarding, reviews, and upsell coordination.
Responsibilities:
- Manage the customer experience and satisfaction of managed services delivery for assigned mid-tier client accounts
- Establish trusted strategic partner relationships and drive continued value from ePlus products and services
- Hold regular client meetings to review incidents, changes, needs, and concerns
- Engage and manage strategic third-party annuity services partners, including semi-annual partner scorecards and customer surveys
- Track and communicate customer satisfaction and manage recovery efforts
- Act as customer advocate for sensitive issues and escalations, including root cause analysis and corrective action plans
- Execute semi-annual customer surveys
- Coordinate with project managers and team members throughout customer onboarding
- Host go-live meetings and deliver signed start-of-service letters to billing
- Maintain customer information, including contracts, escalation lists, and location data
- Prepare for and lead annual customer performance review meetings
- Manage communication and handoff for non-managed-services issues
- Collaborate with sales teams to identify upsell opportunities
- Provide data for account reconciliation, change orders, quotes, and contracting
- Perform other duties as assigned
Requirements:
- Minimum 2–4 years of experience in a client-facing position, 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 ability to manage multiple priorities in a dynamic environment
- Depth of operational services management expertise
- Ability to work independently and as part of a dynamic team environment
- Relevant degree and/or professional qualifications
- Understanding of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management is a plus
- Previous project management experience is a plus
Benefits:
- 401(k) eligibility
- Employee stock purchase program
- Vacation time
- Sick time
- Personal leave
- Medical, financial, and/or other benefits, dependent on the position offered
- Reasonable accommodations in accordance with relevant laws
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