Customer Success Associate (Req #1321)
$60,000–$60,000 year
On-siteKing of Prussia, Pennsylvania, United States
Job Summary
Establish trusted strategic partnerships with mid-tier clients by driving continued value of ePlus products and managing semi-annual partner scorecards. Conduct bi-weekly or monthly client meetings to review incidents, changes, and address concerns, while executing root cause analysis for sensitive escalations. Track customer satisfaction metrics, manage recovery efforts, and align with project managers to ensure optimal experiences throughout on-boarding. Host go-live meetings, deliver signed start-of-service letters, and maintain accurate contract and escalation data. Collaborate with sales teams to identify upsell opportunities and provide data for account reconciliation and change order contracting. Lead annual customer performance reviews involving multiple organizational levels.
Required Qualifications
- Minimum 2 – 4 years of experience in a client-facing position
- Development and delivery of quality customer-facing 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
- Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.
Desired Qualifications
- Previous project management experience is a plus
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