Customer Success Associate (Req #1421)

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Overview

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*Location: Candidates based in Virginia or North Carolina are preferred*

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. 

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Your Impact

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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 
• 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 

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Qualifications

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• 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