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Customer Success Manager in Herndon, VA at ePlus

Date Posted: 12/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Herndon, VA
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:
    12/3/2018

Job Description

Job Description:
Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem.

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.

From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.

Job Responsibilities:
• 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 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) on a quarterly basis
• 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
• ITIL v. 3 Foundations certification preferred 
• 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:
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. Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. 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.