Strategic Customer Success Manager - Growth & Relationships

ePlus inc.; Charlotte (NC); On-site; USD 75,000 - 120,000; Full time

Job summary

ePlus is seeking a Customer Success Manager (CSM) to manage the customer experience and service relationship across client accounts in a defined geography. You will drive service quality, inventory oversight, revenue alignment, and ongoing customer satisfaction while coordinating with sales and engineering to deliver value.

Responsibilities include regular client meetings, cross-team advocacy, quarterly business reviews, onboarding coordination, and upsell handoffs.

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

Responsibilities

• 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

Skills

Client-facing

Relationship building

Communication

Independent worker

Education

Relevant degree and/or professional qualifications

ITIL v.3 Foundations certification

3–5 years of client-facing experience

Job description

ePlus is seeking a Customer Success Manager (CSM) to manage the customer experience and service relationship across client accounts in a defined geography. You will drive service quality, inventory oversight, revenue alignment, and ongoing customer satisfaction while coordinating with sales and engineering to deliver value.

Responsibilities include regular client meetings, cross-team advocacy, quarterly business reviews, onboarding coordination, and upsell handoffs.