Strategic IT Customer Success Manager

ePlus inc.; Houston (TX); Sur place; USD 75 000 - 120 000; Plein temps

Résumé du poste

ePlus inc. is seeking a Customer Success Manager (CSM) to oversee the customer experience and satisfaction of Services delivery for assigned client accounts within the Houston area.

You will cultivate strong relationships, coordinate onboarding, and drive continued value of our products and services. This role requires 3–5 years in a client-facing IT services environment, the ability to travel to customer sites, and a collaborative, independent work style.

Qualifications

• 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.
• 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.

Responsabilités

• 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.

Connaissances

Client-facing

Presentation skills

IT managed services

Independent worker

People management

Customer service

Operational services management

Networking basics

Travel flexibility

Description du poste

ePlus inc. is seeking a Customer Success Manager (CSM) to oversee the customer experience and satisfaction of Services delivery for assigned client accounts within the Houston area.

You will cultivate strong relationships, coordinate onboarding, and drive continued value of our products and services. This role requires 3–5 years in a client-facing IT services environment, the ability to travel to customer sites, and a collaborative, independent work style.