Strategic Client Success Partner

ePlus Technology, inc.; Durham (NC); On-site; USD 60,000 - 75,000; Full time

Job summary

ePlus Technology, inc. is seeking a Customer Success Associate to manage the customer experience for a mid-tier managed services portfolio, driving satisfaction, retention, and value realization.

You will establish trusted relationships, lead onboarding and go-live sessions, review incidents, coordinate with project managers, and collaborate with sales to identify upsell opportunities while ensuring contracts and location data are accurate.

Qualifications

• 2–4 years in a client-facing position (Customer Success, Client Services, Account Management, or Technical Support).
• Proven ability to deliver quality customer-facing presentations (in-person and virtual).
• Strong proficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams.
• Excellent customer service, active listening, and relationship management skills.
• Analytical skills to monitor account health and usage metrics.
• Ability to handle multiple priorities in a dynamic environment.
• Operational services management experience is a plus.
• Ability to work independently and in a team.
• Project management experience is a plus.
• Understanding of IT infrastructure and services (networking, security, etc.) is a plus.

Responsibilities

• Establish trusted partner relationships with assigned clients and drive continued value.
• Hold regular client meetings to review incidents and changes.
• Engage and manage third-party annuity services partners.
• Track and communicate customer satisfaction and manage recovery efforts.
• Own customer advocacy for escalations and perform root cause analysis.
• Lead semi-annual customer surveys for annuity services.
• Coordinate with project managers to ensure optimal onboarding experience.
• Host go-live meetings and deliver start-of-service letters.
• Maintain contracts, escalation lists, and location data.
• Prepare for and lead annual customer performance review meetings.
• Coordinate handoff for non-managed services issues and ensure full-service delivery.
• Collaborate with sales to identify upsell opportunities.
• Provide data for account reconciliation and quotes.
• Support Change Orders contracting with necessary data.
• Perform other duties as assigned.

Skills

Customer service

Presentation skills

Excel

PowerPoint

Outlook

Webex

Teams

Analytical skills

Multi-tasking

Project management

IT infrastructure knowledge

Tools

Cisco Webex

Microsoft Teams

Excel

PowerPoint

Outlook

Job description

ePlus Technology, inc. is seeking a Customer Success Associate to manage the customer experience for a mid-tier managed services portfolio, driving satisfaction, retention, and value realization.

You will establish trusted relationships, lead onboarding and go-live sessions, review incidents, coordinate with project managers, and collaborate with sales to identify upsell opportunities while ensuring contracts and location data are accurate.