What are the responsibilities and job description for the Customer Services Manager position at ePlus inc.?
Overview
As a Customer Services Manager, you will be a critical member of the team managing customer relationship for both technical and program duties. Includes customer experience and satisfaction of Services delivered to client accounts, and you will be a critical member of the team responsible for the overall service relationship. You will support the Service Desk onsite resources, Program Managers, Service Desk Managers and Directors, with capturing service performance, reviewing for trends or anomalies, explore areas for improved efficiency or automation all geared toward enhancing customer satisfaction and ePlus service delivery.
YOUR IMPACT
The essential functions of this position include:
The base salary range for this position at commencement of employment is expected to be between $75,000 and $120,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility 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 employee receives an offer of employment. ePlus Benefits highlights can be viewed here.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property, and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.
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.
CORPORATE VALUES
Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.
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.
#IND1
As a Customer Services Manager, you will be a critical member of the team managing customer relationship for both technical and program duties. Includes customer experience and satisfaction of Services delivered to client accounts, and you will be a critical member of the team responsible for the overall service relationship. You will support the Service Desk onsite resources, Program Managers, Service Desk Managers and Directors, with capturing service performance, reviewing for trends or anomalies, explore areas for improved efficiency or automation all geared toward enhancing customer satisfaction and ePlus service delivery.
YOUR IMPACT
The essential functions of this position include:
- Engage and partner with the existing Customer Success Manager, Program Managers and Team Leads to deliver reporting of ePlus Services, oversight of real time Service Level Targets and engage on issues that require immediate feedback based on missed SLAs.
- Duties include representing ePlus in meetings, running technical meetings, delivering reports on status, liaising between customer and ePlus
- Develop strong relationships and teams, both with external customers and internal constituents
- Support and assist team members with research, reporting, service resolution, trending, exception management and more.
- Participate in regular face-to-face (or virtual) client meetings.
- Advocate customer needs and issues cross-departmentally and within the service delivery teams
- Track and communicate customer satisfaction to all team members and coordinate responses for SLT remediation.
- Establish a trusted, partner relationship with each assigned client and drive continued value of our products and services
- Assist with the creation of monthly, quarterly and/or semi-annual service business reviews
- Coordinate and align with 3rd party ePlus strategic partners on day-to-day issues and service business reviews
- Work with customers to maintain key customer information such as contracts, escalation lists and location information
- Work with sales teams to maximize account growth opportunities, including identification of upsell opportunities within the existing account base
- Lead and guide team members, fostering growth through mentoring, coaching, and development, while ensuring effective communication and collaboration.
- Promote an environment of inclusivity and respect, valuing diverse perspectives and encouraging open dialogue among all team members.
- Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organization.
- Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.
- Relevant degree and/or professional qualifications
- ITIL v. 3 Foundations certification
- 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
- Proficient with MS PPT, XL, Access, Word, and other business applications
- Desired - experience with ServiceNow ITSM module
- 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 customer service expertise
- Demonstrate depth of operational services management expertise
- Strong development focus
- IT literate, including Service Desk, ServiceNow, Moves/Adds and Changes of end user devices, basic understanding of PCs, Data Center technologies, Security solutions and networking.
- Ability to travel to customer sites, typically within the Houston area.
The base salary range for this position at commencement of employment is expected to be between $75,000 and $120,000 annually; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility 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 employee receives an offer of employment. ePlus Benefits highlights can be viewed here.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property, and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.
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.
CORPORATE VALUES
Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.
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.
#IND1
Salary : $75,000 - $120,000
