Client Relationship Manager

2 weeks ago

Villa Park, Illinois, United States ePlus Full time
ePlus inc. is currently looking for a Customer Success Manager to join our team.

Position Overview:

As a Customer Success Manager (CSM), you will play a pivotal role in ensuring customer satisfaction and managing the overall service delivery experience for our client accounts. Your primary focus will be on enhancing productivity, service quality, and customer satisfaction through effective management of expectations and account revenue.

Key Responsibilities:
  • Lead, mentor, and develop the Customer Success team.
  • Build and maintain strong relationships with both external clients and internal stakeholders.
  • Conduct regular client meetings to ensure alignment and address any concerns.
  • Advocate for customer needs across various departments.
  • Monitor and report on customer satisfaction, coordinating recovery efforts as necessary.
  • Establish a trusted partnership with each client to maximize the value of our offerings.
  • Facilitate quarterly and semi-annual business reviews with clients.
  • Collaborate with third-party service partners on daily operations and service reviews.
  • Act as a liaison for complex customer issues, conducting root cause analysis and developing corrective action plans.
  • Welcome new clients and coordinate their onboarding process.
  • Host meetings to discuss the launch of services with new customers.
  • Maintain accurate customer information, including contracts and escalation contacts.
  • Ensure smooth communication for issues related to non-managed services.
  • Work alongside sales teams to identify and capitalize on growth opportunities within existing accounts.
  • Facilitate the transition of upsell opportunities to the appropriate sales representatives.
  • Provide data for account reconciliations and support contract negotiations.
Corporate Responsibilities:

Responsibilities related to internal controls may vary by role and should be discussed regularly with your supervisor.
  • Handle sensitive information with discretion.
  • Conduct business with professionalism and integrity.
  • Adhere to company policies and procedures.
Required Skills and Qualifications:
  • Ability to work independently and collaboratively in a dynamic team environment.
  • Strong leadership and communication skills.
  • Exceptional client focus and customer service expertise.
  • Proven experience in operational services management.
  • Commitment to professional development.
  • Proficient in systems and IT, including Networking and Business Communications.
  • Willingness to travel to client locations as needed.
Education and Experience:
  • Relevant degree or professional certifications.
  • 3 to 5 years of experience in a client-facing role.
  • Experience in delivering high-quality 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. The ability to communicate effectively and to hear and understand normal conversations is essential. Visual acuity is necessary for preparing and inspecting documents. The role primarily involves sedentary work, with occasional lifting required.

ePlus is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace.

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