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Customer Success Associate (18-0257) in Morrisville, NC at ePlus

Date Posted: 10/12/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
    10/12/2018

Job Description

Job Purpose:

Service Delivery Manager is accountable for managing Managed Services delivery to client accounts within a defined area of the customer base, and is accountable for the overall service relationship.  A SDM will promote the continuous improvement of productivity, service quality and customer satisfaction. Activities may be focused on improving resilience and customer service, could include revenue collection, cost, customer account revenue and customer satisfaction objectives.  To lead and deliver formal work programs in line with business and customer requirements.

Job Responsibilities:

  • Delivering service that meets SLA in place, including quality customer satisfaction.
  • Achieving productivity improvements, ensuring information systems and review structures are effectively utilized.
  • Developing strong relationships and teams, both internally and with external customers,.
  • Continuous improvement resulting in cost effectiveness and value, including the demonstration of evidence across the entire customer base.
  • Ensures and monitors that processes are in place for proactive service, including rigorous change control procedure adherence.
  • Ensures that resources, capabilities and capacity meet existing and new business opportunities.
  • Provide expert problem management support for difficult customer issues, including root cause analysis and a plan of corrective action.
  • Take ownership of delivery of services for all assigned clients
  • Maximizes account growth opportunities.
  • Take a lead role in transitioning clients to service offerings
  • Takes an active role in the support of quotes and contracting, through to the transition and implementation of new business.
  • Assist Service Delivery Managers as backup as needed.
Requirements

Job Knowledge/Skills:

  • Able to work independently and as part of a fast-paced team environment.
  • People management skills with strong communication abilities
  • Strong client focus and high level customer service expertise.
  • Demonstrates depth of operational service delivery management expertise.
  • Strong development focus.
  • Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.

Education and Experience:

  • Relevant degree and/or professional qualifications.
  • ITIL v. 3 Foundations of Service Management is a plus, but not required
  • CCNA is a plus, but not required.
  • Minimum 1 –3 years of experience in a client facing position
  • Working with or for a IT managed services organization / company
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  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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