Customer Success Manager

Overview 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. Essential Functions 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 Motivate and mentor team members Qualifications 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 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 Position Specifics The initial base salary range for this position is expected to be between $75,000 and $120,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job‑related knowledge, depth of experience, skills, certifications and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses. ePlus offers a full range of medical, financial and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time‑off benefits such as vacation, sick time and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. Commitment to Diversity, Inclusion and Belonging We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. ePlus is dedicated to fostering, cultivating and preserving a culture that represents diversity, enables inclusion and makes our employees feel comfortable bringing their full, unique selves to work. Physical Requirements While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position. By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract. #J-18808-Ljbffr