Customer Success Manager

ePlus inc. is currently seeking a Customer Success Manager for 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.