ePlus Technology
Customer Success Associate (
Durham, North Carolina; Herndon, Virginia; Remote - Virginia
Sponsorship not specifiedDetected 3 days ago
Project ManagementSalesAccount ManagementBusiness DevelopmentCustomer SuccessCadenceCommunication
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odds of building a lasting career here
37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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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
Nice to have
- Hold regular client meetings to review incidents, changes, and address specific customer needs and concerns - target cadence bi-weekly or monthly
- 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
- Align with assigned ePlus project manager and other team members to help provide optimal customer experience throughout on-boarding process
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
- 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
- Work with customers to maintain key customer information such as contracts, escalation lists and location data
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This listing is sourced directly from ePlus Technology's careers page and normalized into a canonical job model.