Client Success Strategist

2 weeks 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 on driving productivity, service excellence, and customer satisfaction through effective management practices.

Key Responsibilities:
  • Lead, mentor, and develop the Customer Success team.
  • Build and nurture strong relationships with both external clients and internal stakeholders.
  • Conduct regular in-person client meetings to maintain alignment and address any concerns.
  • Act as an advocate for customer needs across various departments.
  • Monitor and report on customer satisfaction metrics, coordinating recovery efforts as necessary.
  • Establish a trusted partnership with each client, ensuring they derive ongoing value from our services.
  • Facilitate quarterly and semi-annual business reviews with clients.
  • Collaborate with third-party partners to address day-to-day service issues.
  • Serve as a liaison for complex customer issues, conducting root cause analyses and developing corrective action plans.
  • Guide clients through the onboarding process, ensuring a smooth transition.
  • Organize go-live meetings with new clients and manage essential documentation.
  • Maintain accurate records of key customer information, including contracts and escalation contacts.
  • Coordinate communication for issues related to non-managed services.
  • Work closely with sales teams to identify and maximize growth opportunities within existing accounts.
  • Facilitate the transition of upsell opportunities to the appropriate Business Development or Account Executive.
  • Provide necessary data for account reconciliations and support the contracting process for change orders.
Corporate Responsibilities:

Responsibilities related to internal controls may vary by role and are subject to change. Regular discussions with your supervisor regarding your specific responsibilities are encouraged.
  • Handle confidential information with professionalism.
  • Conduct business ethically and competently.
  • Adhere to corporate policies and procedures.
Knowledge and Skills Required:
  • Ability to work both independently and collaboratively in a fast-paced environment.
  • Strong leadership and communication skills.
  • Client-focused with a commitment to high-quality customer service.
  • Demonstrated expertise in operational service management.
  • Strong emphasis on professional development.
  • Proficient in systems and IT, including Networking, Business Communications, Security, and Server Management.
  • Willingness to travel to client locations as needed.
Education and Experience:
  • Relevant degree or professional qualifications.
  • 3 to 5 years of experience in a client-facing role.
  • Experience in developing and delivering impactful presentations.
  • Background in IT managed services is preferred.
Physical Requirements:

This position requires fine motor skills for tasks such as typing and handling small objects. Effective communication skills are necessary for conveying important information clearly. The role may involve sedentary work with occasional lifting requirements.

ePlus is an equal opportunity employer, committed to diversity and inclusion in the workplace.

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