Customer Success Associate (Req #1421)

Overview
As a Customer Success Associate (CSA), you will be accountable for managing the customer experience and satisfaction of managed services delivery to a mid-tier set of client accounts and for the overall service relationship. You will promote the continuous improvement of productivity, service quality, and customer satisfaction, while focusing on customer retention and helping customers receive the optimal value of services delivered.
Your Impact
The essential functions of this position include:
Establish a trusted and strategic partner relationship with each assigned client; drive continued value of ePlus products and services
Hold regular client meetings to review incidents, changes, and address specific customer needs and concerns – target cadence bi-weekly or monthly
Engage and manage strategic 3rd party annuity services partners, including the execution of the semi-annual process of completing the partner scorecard and corresponding customer survey
Track and communicate customer satisfaction to all team members and manage recovery efforts when appropriate
Take ownership and role of customer advocate for sensitive customer issues and escalations, including the development and execution of root cause analysis and related plans for corrective action
Execute semi-annual customer survey for assigned annuity services customers
Align with assigned ePlus project manager and other team members to help provide optimal customer experience throughout on-boarding process
Host go-live meetings with new customers; deliver signed start-of-service letters to billing