Customer Success Associate

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Oversee the customer experience and satisfaction regarding managed services delivery for designated mid-tier client accounts.

• Forge trusted strategic partnerships and enhance the value derived from ePlus products and services.

• Conduct regular client meetings to discuss incidents, changes, requirements, and concerns.

• Engage with and manage strategic third-party annuity services partners, including semi-annual partner scorecards and customer feedback surveys.

• Monitor customer satisfaction and implement recovery initiatives as necessary.

• Serve as the customer advocate for sensitive matters and escalations, including root cause analyses and corrective action plans.

• Carry out semi-annual customer satisfaction surveys.

• Collaborate with project managers and team members during the customer onboarding process.

• Facilitate go-live meetings and submit signed start-of-service letters for billing purposes.

• Maintain comprehensive customer data, including contracts, escalation contacts, and location information.

• Prepare for and lead annual performance review meetings with customers.

• Oversee communication and transition for issues that are not related to managed services.

• Work together with sales teams to pinpoint upsell opportunities.

• Supply data for account reconciliations, change orders, quotes, and contracts.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• A minimum of 2–4 years of experience in a client-facing role, ideally within an IT services or managed services setting.

• Experience in developing and delivering high-quality customer-facing presentations, both in-person and virtually.

• Proficient in Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams.

• Excellent customer service, active listening skills, and client relationship management capabilities.

• Proven analytical abilities to monitor account health, usage statistics, and generate reports.

• Results-driven with high emotional intelligence and the ability to juggle multiple priorities in a fast-paced environment.

• Extensive expertise in operational services management.

• Capability to work independently as well as collaboratively in a dynamic team setting.

• Relevant educational background and/or professional certifications.

• Knowledge of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management is advantageous.

• Prior project management experience is a plus.

🏝️ Benefits

• Eligibility for 401(k) plan.

• Employee stock purchase program.

• Vacation time.

• Sick leave.

• Personal leave.

• Medical, financial, and/or other benefits, depending on the position offered.

• Reasonable accommodations provided in accordance with applicable laws.