Customer Success Manager (Req#1262) at ePlus inc.

<hr> <p style="text-align: center;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Overview</strong></span></p> <hr> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.&nbsp; 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.&nbsp;&nbsp;</span></p> <hr> <p style="text-align: center;"><span style="color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Your Impact</strong></span></p> <hr> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">The essential functions of this position include:</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Develop strong relationships and teams, both with external customers and internal constituents</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">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</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Advocate customer needs and issues cross-departmentally</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Track and communicate customer satisfaction to all team members and coordinate recovery efforts, when needed</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Establish a trusted, strategic partner relationship with each assigned client and drive continued value of our products and services</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Lead and manage quarterly and/or semi-annual service business reviews&nbsp;</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Coordinate and align with 3rd party ePlus strategic annuity services partners on day-to-day issues and service business reviews</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">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</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Welcome and act as a point of contact and coordinator for clients during the onboarding process</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Host go-live meetings with new customers; deliver signed start-of-service letters to billing contacts</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Work with customers to maintain key customer information such as contracts, escalation lists and&nbsp; location information</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Facilitate communications and handoffs for issues and concerns around non-managed services</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Work with sales teams to maximize account growth opportunities, including identification of upsell opportunities within the existing account base</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Manage handoff of upsell opportunities to the respective Business Development Executive and/or Account Executive for appropriate follow-up</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Provide data for account reconciliation (change orders/true ups) on a quarterly basis</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Provide necessary data in support of quotes and contracting of Change Orders</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Motivate and mentor team members</span></li> </ul> <hr> <p style="text-align: center;"><span style="color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Qualifications</strong></span></p> <hr> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Relevant degree and/or professional qualifications</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">ITIL v. 3 Foundations certification preferred</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Minimum 3 – 5 years of experience in a client-facing position</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Development and delivery of quality presentations</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Working with or for an IT managed services organization / company</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Able to work independently and as part of a fast-paced team environment</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Strong people management skills with strong communication abilities</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Strong client focus and high-level customer service expertise</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Demonstrate depth of operational services management expertise</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Strong development focus</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">Systems and IT literate, including Networking, Business Communications, Security, Wireless, SAN and Server Management support, etc.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">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</span></li> </ul> <hr> <p style="text-align: center;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);"><strong>Position Specifics</strong></span></p> <hr> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">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.&nbsp;<span data-contrast="auto">Details of participation in these benefit plans will be provided if an offer of employment is extended.</span>&nbsp;ePlus Benefits highlights can be viewed&nbsp;<a style="color: rgb(0, 0, 0);" href="https://www.eplus.com/about-us/careers/eplus-benefits">here</a>.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">#LI-AC1</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; color: rgb(0, 0, 0);">#IND1</span></p><div class="content-conclusion"><hr> <div style="text-align: center; line-height: 1.1;"><hr></div> <div style="text-align: center; line-height: 1.1;"> <p><span style="text-decoration: underline; font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Who We Are</strong></span></p> </div> <div> <p style="line-height: 1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.</span></p> </div> <p style="text-align: center; line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong><span style="text-decoration: underline;">Corporate Values</span></strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Respectful communication and cooperation:</strong> We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Teamwork and employee participation:</strong> Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Work/life balance that supports our employees’ varying needs:</strong> We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Embracing communities:</strong> We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.</span></li> </ul> <p style="text-align: center; line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong><span style="text-decoration: underline;">Commitment to Diversity, Inclusion and Belonging</span></strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt; line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.&nbsp;</span></li> </ul> <div style="line-height: 1.1;"> <div style="text-align: center; line-height: 1.1;"><span style="text-decoration: underline; font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Physical Requirements</strong></span></div> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.</span></li> </ul> </div> <div style="line-height: 1.1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 8pt; color: rgb(0, 0, 0);"><strong>Notice to Recruiting Agencies:</strong> ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.</span></div></div>