Customer Success Manager
2 months ago
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 Manager (CSM) you will be accountable for managing the customer experience and satisfaction of Services delivery to client accounts, within a defined area of the customer base, and you will be accountable for the overall service relationship.
You will promote the continuous improvement of productivity, service quality and customer satisfaction by focusing on improving resilience and customer service through inventory management, managing expectations, customer account revenue and customer satisfaction objectives.
*** HYBRID/REMOTE - Must be in Dallas or Houston area. ***
Responsibilities
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.
YOUR IMPACT
The essential functions of this position include:
Oversee, train, assist and develop the Customer Success staff
Develop strong relationships and teams, both with external customers and internal constituents
Motivate and mentor team members
Hold regular face-to-face client meetings, at least once every 4-6 weeks, with regular voice communications every 1-2 weeks, to ensure alignment
Advocate customer needs and issues cross-departmentally
Track and communicate customer satisfaction to all team members and coordinate recovery efforts, when needed
Establish a trusted, strategic partner relationship with each assigned client and drive continued value of our products and services
Lead and manage quarterly and/or semi-annual service business reviews
Coordinate and align with 3rd party ePlus strategic annuity services partners on day-to-day issues and service business reviews
Act as coordinator and customer advocate for difficult customer issues, including root cause analysis and a plan of corrective action in conjunction with engineering operations
Welcome and act as a point of contact and coordinator for clients during the onboarding process
Host go-live meetings with new customers; deliver signed start-of-service letters to billing contacts
Work with customers to maintain key customer information such as contracts, escalation lists and
location information
Facilitate communications and handoffs for issues and concerns around non-managed services
Work with sales teams to maximize account growth opportunities, including identification of upsell opportunities within the existing account base
Manage handoff of upsell opportunities to the respective Business Development Executive and/or Account Executive for appropriate follow-up
Provide data for account reconciliation (change orders/true ups) on a quarterly basis
Provide necessary data in support of quotes and contracting of Change Orders
QUALIFICATIONS
Relevant degree and/or professional qualifications
ITIL v. 3 Foundations certification
Minimum 3 - 5 years of experience in a client-facing position
Development and delivery of quality 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
Strong client focus and high-level customer service expertise
Demonstrate depth of operational services management expertise
Strong development focus
Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Ability to travel to customer sites, typically within a 2-3 hour drive; overnight and air or train travel may be required on a limited basis
POSITION SPECIFICS
The base salary range for this position at commencement of employment is expected to be between $75,000 and $125,000 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
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.
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