What are the responsibilities and job description for the Customer Success Manager position at ePlus Technology, Inc.%%%ePlus, Inc.?
Customer Success Manager
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. 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.
Key Responsibilities:
- Oversee, train, assist, and develop the Customer Success staff.
- 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.
- Deliver signed start-of-service letters to billing contacts.
- 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.
Requirements:
- Strong people management skills with strong communication abilities.
- Strong client focus and high-level customer service expertise.
- Demonstrate depth of operational services management expertise.
- 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.
