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Customer Success Associate (Req #1321)

2 weeks, 6 days ago
United States
Full-time
Junior
Customer Success
Customer and Technical Support
Apply Now
ePlus

ePlus

ePlus engineers transformative technology solutions for visionary organizations worldwide, driving positive business outcomes with depth, breadth, and perspective in IT services and solutions.

IT Services
1K-5K
Founded 1990
View All Jobs 4

Description

  • Establish trusted, strategic relationships with assigned clients and drive continued value from ePlus products and services.
  • Manage strategic third-party annuity services partners, including semi-annual scorecards and customer surveys.
  • Hold regular client meetings to review incidents, changes, customer needs, and concerns on a bi-weekly or monthly cadence.
  • Track and communicate customer satisfaction to internal team members and manage recovery efforts when needed.
  • Own sensitive customer issues and escalations, including root cause analysis and corrective action plans.
  • Support customer onboarding by coordinating with project managers and other team members to ensure a strong customer experience.
  • Host go-live meetings for new customers and deliver signed start-of-service letters to billing.
  • Maintain key customer information such as contracts, escalation lists, and location data.
  • Prepare for and lead annual customer performance review meetings with customer and ePlus stakeholders.
  • Coordinate communication and handoff for non-managed services issues to ensure a full-service customer experience.
  • Collaborate with sales teams to identify upsell opportunities and engage Business Development and Account Executives as needed.
  • Provide account reconciliation data and support quotes and contracting for change orders.

Requirements

  • Relevant degree and/or professional qualifications.
  • 2–4 years of experience in a client-facing position.
  • Experience developing and delivering quality customer-facing presentations.
  • Experience working with or for an IT managed services organization or company.
  • Previous project management experience is a plus.
  • Ability to work independently and as part of a fast-paced team environment.
  • Strong people management and communication skills.
  • Strong client focus and high-level customer service expertise.
  • Demonstrated operational services management expertise.
  • Systems and IT literacy, including networking, business communications, security, wireless, SAN, and server management support.
  • Base salary range of $60,000 to $75,000 annually.
  • Compensation may include commissions and discretionary bonuses.
  • Final pay may vary based on experience, skills, certifications, and geographic location.

Benefits

  • 401(k) eligibility.
  • Employee stock purchase program.
  • Paid time off benefits, including vacation, sick time, and personal leave.
  • Medical and financial benefits.
  • Commissions and discretionary bonuses.
  • Reasonable accommodations for physical requirements, where applicable.
  • Supportive work/life balance culture.

Interested in this position?

Apply directly on the company website

Apply Now

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