ePlus Technology
Customer Success Associate (
King of Prussia, PA
Sponsorship not specifiedDetected 6 days ago
Project ManagementSalesAccount ManagementBusiness DevelopmentCustomer SuccessCustomer SupportCadenceLeadershipCommunicationCollaborationPublic Speaking
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.
- The essential functions of this position include:
Responsibilities
- Establish a trusted and strategic partner relationship with each assigned client; drive continued value of ePlus products and services
- Track and communicate customer satisfaction to all team members and manage recovery efforts when appropriate
- 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 necessary data in support of quotes and contracting of Change Orders
- Performs other duties as assigned
- We embrace and support the communities that nurture us.
- Host go-live meetings with new customers; deliver signed start-of-service letters to billing
- Manage communication and handoff for non-managed services issues and concerns, ensuring customers experience a full-service, or one-service mentality
Requirements
- Relevant degree and/or professional qualifications
- 4 years of experience in a client-facing position
- Strong client focus and high-level customer service expertise
- Demonstrate depth of operational services management expertise
- Provide data to Business Development Executive for account reconciliation (change orders/true ups) on a regular basis and as required by the business
- 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
- Able to work independently and as part of a fast-paced team environment
- Strong people management skills with strong communication abilities
- Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Nice to have
- Previous project management experience is a plus
Compensation
- 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
- Execute semi-annual customer survey for assigned annuity services customers
- 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
Company info
- 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 our teams and in our interactions with our customers.
- Work/life balance that supports our employees' varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
- Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.
- Commitment to Diversity, Inclusion
- Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
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This listing is sourced directly from ePlus Technology's careers page and normalized into a canonical job model.