Customer Success Coordinator
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Job Description
Customer Success Coordinator guiding onboarding, adoption, retention, and expansion for ePlus Managed Services clients. Managing customer health, escalations, reporting, and service improvements.
Responsibilities:
- Serve as the primary point of contact for a designated portfolio of Managed Services clients post-sale
- Manage the overall service relationship and drive technology services adoption, customer retention, and customer lifetime value
- Lead end-to-end onboarding and implementation, including kick-off meetings and educational sessions
- Provide first-line escalation support and escalate complex problems to appropriate teams
- Act as the internal voice of the customer and drive continuous improvement in resilience, customer service, and satisfaction
- Maintain proactive customer engagement, monitor sentiment, build loyal relationships, and reduce churn risk
- Facilitate internal handoffs for delivery of non-managed services
- Guide customers in adopting best practices and achieving value realization
- Monitor service usage trends to identify at-risk clients and educational opportunities
- Monitor and communicate customer health status through routine communications and reporting
- Identify expansion opportunities, promote additional services, and partner with Account teams on renewals
- Provide problem resolution support, perform root cause analysis, and drive corrective action plans
- Translate client feedback into actionable service improvements using Customer Success tools and ticketing systems
- Maintain customer records in ChurnZero, ServiceNow, Microsoft Dynamics 365, and Open Air systems
- Prepare weekly, bi-weekly, monthly, and quarterly health reports for internal stakeholders
- Analyze customer account revenue trends and manage revenue collection and cost
Requirements:
- 1-3 years of experience in a customer-facing role, preferably within an IT services or managed services environment
- Experience supporting services in complex and high-profile customer environments
- Proficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams
- Strong understanding of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management
- Exceptional written, verbal, and interpersonal communication skills with technical and executive stakeholders
- Strong customer service, active listening, and client relationship management skills
- Demonstrated analytical skills for monitoring account health, usage metrics, and reporting
- Ability to manage multiple priorities in a dynamic environment
- Ability to work independently and collaboratively within a team environment
- Bachelor's degree in Business, Communications, or related field and/or relevant professional experience
- Previous experience working with or for an IT managed services organization (preferred)
- Experience with Cisco Webex and Microsoft Teams for virtual meetings (preferred)
- Experience with data analytics tools such as Tableau (preferred)
- Ability to perform seated and occasional standing or walking activities
Benefits:
- 401(k) eligibility
- Employee stock purchase program
- Paid vacation
- Paid sick time
- Paid personal leave
- Medical benefits
- Financial benefits
- Other benefits dependent on the position offered
- Reasonable accommodations in accordance with relevant laws
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