Customer Success Manager (Req #1487)

eplusinc; Irving, Houston (TX, TX); On-site; USD 75,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Employee stock purchase program

Paid time off

Job summary

ePlus is seeking a Customer Success Manager to manage the client experience for Services delivery within a defined account base. You will foster strong relationships, coordinate onboarding, drive value, and lead business reviews. The role emphasizes collaboration with sales and engineering to maximize customer outcomes.

Base salary range is $75,000–$120,000 annually with potential commissions/bonuses. Benefits include medical, 401(k), stock purchase and PTO.

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.
• Experience with IT managed services organizations.
• 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.

Responsibilities

• Develop strong relationships with external customers and internal teams.
• Hold regular client meetings and ongoing communications to ensure alignment.
• Advocate customer needs cross-departmentally.
• Track customer satisfaction and coordinate recovery efforts.
• Establish trusted partner relationships and drive value of products/services.
• Lead quarterly/semi-annual service business reviews.
• Coordinate with 3rd party annuity services partners on day-to-day issues.
• Act as coordinator for onboarding and go-live with new customers.
• Maintain key customer information for contracts and escalation lists.
• Support upsell opportunities and handoffs to sales executives.
• Provide data for account reconciliation and quotes.

Skills

Client-facing experience

ITIL Foundations

Quality presentations

Independent worker

Team player

People management

Customer service

Operational services management

Development focus

IT systems literacy

Travel willingness

Education

Relevant degree or qualifications

ITIL v3 Foundations certification

Tools

Networking

Security

Wireless

SAN

Server management

Job description

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.

Your Impact

The essential functions of this position include:

• 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.

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.

Who We Are

At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.

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