Overview
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.
Your Impact
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
- 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
- Hold regular client meetings to review incidents, changes, and address specific customer needs and concerns – target cadence bi-weekly or monthly
- 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
Qualifications
- Relevant degree and/or professional qualifications
- 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
- Previous project management experience is a plus
- Able to work independently and as part of a fast-paced team environment
- Strong people management skills with strong communication abilities
- Strong client focus and high-level customer service expertise
- Demonstrate depth of operational services management expertise
- Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Position Specifics
The initial base salary range for this position is expected to be between $60,000 and $75,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.
ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. ePlus Benefits highlights can be viewed here.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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Who We Are
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 and Belonging
- We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
- ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.
- While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.
- By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.
Skills Required
- Relevant degree and/or professional qualifications
- Minimum 2-4 years experience in a client-facing position
- Development and delivery of quality customer-facing presentations
- Experience working with or for an IT managed services organization
- 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
- Previous project management experience
- Able to work independently and as part of a fast-paced team environment
ePlus Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ePlus and has not been reviewed or approved by ePlus.
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Strong & Reliable Incentives — Commission-based pay in sales roles can materially increase total compensation for high performers.
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Fair & Transparent Compensation — Public salary snapshots on job boards and salary pages provide clear ranges that help candidates benchmark roles before interviewing.
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Leave & Time Off Breadth — The benefits menu includes paid holidays, vacation, personal and sick time, a community service day, and parental leave, indicating broad leave categories on paper.
ePlus Insights
What We Do
ePlus is a customer-first, services-led, results-driven and trusted industry leader that helps organizations secure, modernize, optimize, and scale every aspect of their IT infrastructure. For more than 30 years, we have stood side by side with more than 4,300 global customers, helping navigate an increasingly complex and dynamic IT, regulatory and workforce environment. Backed by an unparalleled bench of technical experts, more than 5,000 certifications and accreditations, top industry recognition, and a relentless commitment to innovation on behalf of everyone we serve, ePlus drives truly transformational results. We achieve these outcomes via excellence across security, cloud, and managed services – including data migration, hosting and management, along with data center, collaboration, and networking expertise. It’s equal parts strategy, execution, and results, always with our customers at the core. Each day. Every day. Please be aware that scammers will sometimes post jobs on third-party sites such as LinkedIn that appear at first to be legitimate but, in fact, are seeking cash or personal information. ePlus will never send a check to an applicant or require that an app be downloaded. You can learn more information about this type of scam from the Federal Trade Commission (FTC), at https://www.consumer.ftc.gov/articles/0243-job-scams. https://twitter.com/ePlus https://www.youtube.com/user/eplusinc/ https://www.facebook.com/ePlusinc https://www.instagram.com/eplus_technology/
