Customer Success Associate

Overview

Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world.

This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers many of which look to us for their own technology infrastructure needs keep us immersed across the broad spectrum of the IT ecosystem.

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.

ePlus is looking for someone with an IT / Managed Services background with experience in Networking, Business Communications, Security, Wireless, SAN and Server Management support.

REMOTE - Must be in PA, NJ, NY, or New England area.

Responsibilities

Job Responsibilities :

• 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.

Your Corporate Responsibilities :

Internal Control responsibilities vary by role and are subject to change. Please discuss your individual internal control responsibilities with your immediate supervisor on a regular basis.

• Handle confidential matters and information professionally.
• Conduct business in a professional, competent and ethical manner.
• Adhere to corporate policies and procedures.

Job Knowledge / Skills :

• 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.

Education and Experience :

• 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

Position Specifics :

The base salary range for this position at commencement of employment is expected to be between $60,000 and $75,000 annually;

however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and / or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed .

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.

Physical Requirements of Position :

Ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together.

Movements frequently and regularly required using the wrists, hands and / or fingers. Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly or quickly.

Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical strength for sedentary work with sitting most of the time. May have to exert or lift up to 10 20 pounds of force occasionally.

Compensation

Our competitive financial benefits help you plan for your future, reward performance, and offer peace of mind throughout every stage in life :

• Competitive compensation
• Annual Bonus
• RSU Awards
• Retirement and Savings Programs

Financial Wellbeing

Our financial wellbeing programs enable you to become an AMD shareholder, help you plan for retirement, and support you and your family in preparing for the unexpected :

• Employee Stock Purchase Program (ESPP)
• Retirement and Savings Plans
• Life Insurance & Survivor Income Benefits

Time Off

Ensuring AMDers get time to rest and recharge is important to us, and we strive to make sure you have the flexibility to do so by offering various time off options :

• Paid Vacation
• Paid Holidays
• Company Recharge Days
• Paid Parental Leave
• Additional Leaves

Health & Wellness

Our programs focus on knowledge and prevention when it comes to your mind and body by being proactive about our health, we can be ready with tools to cover us before, during, and after health needs arise.

• Comprehensive health plans
• Free confidential counseling
• Fitness center access (certain locations)
• Employee discounts
• Complimentary research and referral services for virtually any need

Family

AMD understands that family is at the heart of our employees’ lives, and we offer programs and support for every step along the way

• Adoption / Surrogacy Benefits
• Additional time off
• Life insurance & Survivor Benefits
• Backup child, elderly and pet care (US only)
• Research and referral services for ongoing care of a loved one

Perks

Benefits at AMD also provide you with opportunities for career growth, to connect with others, support your community, and much more!

• Matching Gift Program
• Volunteer Rewards Program
• Learning and Development Programs
• Employee Resource Groups
• Go Green Programs
• AMD Discounts
1 day ago

Salary : $60,000 - $75,000