Customer Success Associate (Req #1421)

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   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   Performs other duties as assigned   Qualifications Minimum 2 – 4 years of experience in a client-facing position (Customer Success, Client Services, Account Management, or Technical Support), preferably within an IT services or managed services environment   Development and delivery of quality customer-facing presentations (in-person and virtually).   Proficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams   Strong customer service, active listening, and client relationship management skills   Demonstrated analytical skills with the ability to monitor account health, usage metrics, and reporting   Results-oriented with high emotional intelligence and the ability to manage multiple priorities in a dynamic environment   Demonstrate depth of operational services management expertise   Able to work independently and as part of a dynamic team environment   Relevant degree and/or professional qualifications   Previous project management experience is a plus   Understanding of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management is a plus.   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.   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. #LI-MY1 #IND1 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 th