Customer Success Manager

4 months ago

Villa Park, United States ePlus Full time
ePlus inc. is currently seeking a Customer Success Managerfor our corporate office in Oak Brook, IL.

Job Description:

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.

Job Responsibilities:
  • Oversee, train, assist and develop the Customer Success staff
  • Develop strong relationships and teams, both with external customers and internal constituents
  • 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 the 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) quarterly
  • 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
  • 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
Education and Experience:
  • Relevant degree and/or professional qualifications
  • 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

Physical Requirements of Position:

The 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. The hearing ability must be at a level to hear average or normal conversations and receive ordinary information. The 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.

ePlus is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ePlus promotes affirmative action for minorities, women, disabled persons, and veterans.

  • Customer Success Manager

    15 hours ago

    Menlo Park, California, United States Elegen Full time

    Job DescriptionElegen is a pioneering biotechnology company that is revolutionizing the field of synthetic biology. We are seeking a highly skilled Customer Success Manager to join our team and help drive customer satisfaction and retention.Key Responsibilities:Develop and execute a customer success strategy that aligns with the company's goals and...

  • Customer Success Manager

    2 weeks ago

    Park Ridge, Illinois, United States PCMI Corporation Full time

    Customer Success ManagerPCMI Corporation is seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for building and maintaining strong relationships with our clients, driving revenue growth, and ensuring customer satisfaction.Key Responsibilities:Manage a portfolio of 3-15...

  • Customer Success Manager

    4 days ago

    Menlo Park, California, United States SKAN Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Skan. As a key member of our customer success team, you will play a critical role in driving customer satisfaction, retention, and growth.Key ResponsibilitiesDevelop and execute customized success plans to meet the unique needs of our clients.Build and maintain strong...

  • Customer Success Manager

    2 weeks ago

    Menlo Park, California, United States SKAN Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Skan. As a key member of our customer success team, you will play a critical role in driving customer satisfaction, retention, and growth.Key ResponsibilitiesDevelop and execute customized customer success plans to ensure seamless adoption and utilization of our...

  • Customer Success Manager

    1 month ago

    Park Ridge, United States PCMI Corporation Full time

    Who We Are PCMI (Policy Claim Management International) is a fast-growing, leading provider of integrated software for Extended Warranty Management and Finance and Insurance (F&I) administration. We are a SaaS company that operates in a fast-paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work collaboratively around...

  • Client Success Strategist

    1 month ago

    Villa Park, Illinois, United States ePlus Full time

    ePlus inc. is actively looking for a Customer Success Manager to join our dynamic team.Position Overview:As a Customer Success Manager (CSM), you will play a pivotal role in enhancing the customer journey and ensuring satisfaction with our service delivery. You will be responsible for managing the service relationship with assigned client accounts, focusing...

  • Customer Success Manager

    4 months ago

    Pinellas Park, United States DAVIDOFF OF GENEVEA Full time

    Job DescriptionJob DescriptionDescription:Under general direction of the Team Success Manager, perform a wide variety of duties to develop and manage a geographic sales territory by calling on existing accounts and adding new accounts based on need within that local market.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Execute the sales plan...

  • Customer Success Manager

    2 weeks ago

    Menlo Park, United States Insta-Grid.com Full time

    Pure instant power. Anywhere. We have created the world’s most advanced portable power supplies, bringing freedom to the way our customers work. With you we want to shape a world where advanced technology meets environmental responsibility and create lasting impact. We are working from all over Europe and the US, whether onsite, hybrid or fully remote....

  • Customer Success Manager

    3 weeks ago

    Abbott Park, United States Abbott Laboratories Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Abbott Laboratories. As a key member of our Digital Solutions Division, you will be responsible for developing, retaining, and growing our existing customer base for our EHR-based care pathway program.Key ResponsibilitiesPartner with the Implementation team to develop...

  • Customer Success Manager

    4 months ago

    Franklin Park, United States Coolab Foods LLC Full time

    CooLab Foods, CLF, a world class manufacturer of ice cream products, is actively searching for a Customer Success Manager to support our Commercialization Team. The ideal candidate will be an enthusiastic self-starter with strong ownership. While we value attitude over experience, a selection of the following would demonstrate the background of the preferred...

  • Customer Success Manager

    4 months ago

    Franklin Park, United States Coolab Foods, LLC Full time

    Job DescriptionJob DescriptionCooLab Foods, CLF, a world class manufacturer of ice cream products, is actively searching for a Customer Success Manager to support our Commercialization Team. The ideal candidate will be an enthusiastic self-starter with strong ownership. While we value attitude over experience, a selection of the following would demonstrate...

  • Customer Success Manager

    3 weeks ago

    Menlo Park, California, United States Insta-Grid Full time

    About InstagridWe are a leading provider of portable power solutions, dedicated to empowering professionals with clean and efficient energy. Our mission is to create a sustainable future by transitioning away from combustion generators and promoting environmentally responsible practices.Job SummaryWe are seeking a highly motivated and results-driven Customer...

  • Restaurant Shift Manager

    3 weeks ago

    Villa Park, Illinois, United States Noodles & Company Full time

    About Noodles & CompanyNoodles & Company is a fast-casual restaurant chain that prides itself on serving high-quality, made-to-order meals using fresh ingredients. We're committed to creating a positive and inclusive work environment where our team members can grow and thrive.Job SummaryWe're seeking a skilled Restaurant Shift Manager to join our team. As a...

  • Customer Success Specialist

    1 month ago

    College Park, Maryland, United States Aurora Ripple Enterprises Full time

    Aurora Ripple Enterprises is a collaborative firm focused on enhancing brand visibility for esteemed clients. Our Customer Success Specialists play a crucial role in elevating our clients' brand presence through innovative and effective marketing strategies aimed at maximizing return on investment and driving sales growth.We are currently seeking a motivated...

  • Virtual/Work-at-Home - Customer Care Agent (Overland Park, KS)

    3 months ago

    Overland Park, United States Customer Direct Full time

    **Virtual/Work-at-Home - Customer Care Agent (Overland Park, KS)** **Department:** Ops-Hourly **Location:** Overland Park, KS **Please note these jobs are only available in the States of Arkansas, Illinois, Kansas, Kentucky, Missouri and Tennessee** ****Full-Time Positions Available (CST) - Shifts available between 2 pm and Midnight (includes weekends)****...

  • Customer Success Director

    2 weeks ago

    Menlo Park, California, United States SKAN Full time

    About the RoleAs a Customer Success Manager at SKAN, you will play a crucial part in all stages of the customer relationship and have high-level monitoring control and ownership of the customer lifecycle. Our Customer Success Managers will focus on implementing and expanding our offerings within customer accounts, increase customer retention, deliver...

  • Customer Success Advocate

    5 days ago

    Machesney Park, Illinois, United States Hennig Full time

    Job OverviewHennig Inc. is a leading industrial manufacturer, recognized for its innovative solutions and commitment to quality. We strive to enhance our customers' operations through advanced technology and exceptional service.We are seeking a dynamic and customer-focused professional to join our team as a Customer Success Specialist. This role is crucial...

  • Customer Liaison Specialist

    3 weeks ago

    Villa Park, Illinois, United States The Joint Commission Full time

    Job SummaryWe are seeking a highly skilled and experienced Account Manager to join our team at The Joint Commission. As an Account Manager, you will be responsible for managing customer accounts throughout the accreditation and certification process.Key ResponsibilitiesCustomer Liaison: Serve as the primary point of contact for prospective and...

  • Vice President of Customer Success

    4 weeks ago

    Overland Park, United States KWIKOM Communications Full time

    At KwiKom, we enable our communities to get the most out of life by connecting them to broadband, voice and video services with our state-of-the-art fiber optic and fixed wireless network technologies. The Vice President of Customer Success will provide dynamic day-to-day operational leadership to our Sales, Customer Experience, and Marketing teams, as well...

  • Customer Success Representative

    4 months ago

    Monterey Park, United States LA Business Development Firm Full time

    Job DescriptionJob DescriptionThe Customer Success Representative is responsible for the daily communications and interactions between current customers and potential new customer leads. Being a part of the Customer Service division means you must be proficient and current on all consumer relations strategies and tactics, report daily to the Director of...