Customer Success Associate

Job not on LinkedIn

🕒 September 24

🌲 North Carolina, Virginia – Remote

🌲 North Carolina – Remote ⚔️ Virginia – Remote

💵 $60k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 26%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 47 days.
• Jobs at this company usually fill in 31 days.
• 13 open roles for a team of 14.

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ePlus Technology Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🔌 API

🤖 Artificial Intelligence

☁️ SaaS

API • Artificial Intelligence • SaaS

ePlus Technology Solutions is a dynamic technology company based in Ho Chi Minh City, Vietnam, founded in 2015 by a group of passionate young Vietnamese entrepreneurs. The company specializes in providing international standard technology products and services, focusing on software solutions and online communications. ePlus aims to enhance modern lifestyles and demonstrates a commitment to leading changes in internet usage trends.

📋 Description

• Manage the customer experience and satisfaction of managed services delivery for assigned mid-tier client accounts • Establish trusted strategic partner relationships and drive continued value from ePlus products and services • Hold regular client meetings to review incidents, changes, needs, and concerns • Engage and manage strategic third-party annuity services partners, including semi-annual partner scorecards and customer surveys • Track and communicate customer satisfaction and manage recovery efforts • Act as customer advocate for sensitive issues and escalations, including root cause analysis and corrective action plans • Execute semi-annual customer surveys • Coordinate with project managers and team members throughout customer onboarding • Host go-live meetings and deliver signed start-of-service letters to billing • Maintain customer information, including contracts, escalation lists, and location data • Prepare for and lead annual customer performance review meetings • Manage communication and handoff for non-managed-services issues • Collaborate with sales teams to identify upsell opportunities • Provide data for account reconciliation, change orders, quotes, and contracting • Perform other duties as assigned

🎯 Requirements

• Minimum 2–4 years of experience in a client-facing position, preferably within an IT services or managed services environment • Development and delivery of quality customer-facing presentations, in-person and virtually • Proficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams • Strong customer service, active listening, and client relationship management skills • Demonstrated analytical skills with the ability to monitor account health, usage metrics, and reporting • Results-oriented with high emotional intelligence and ability to manage multiple priorities in a dynamic environment • Depth of operational services management expertise • Ability to work independently and as part of a dynamic team environment • Relevant degree and/or professional qualifications • Understanding of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management is a plus • Previous project management experience is a plus

🏖️ Benefits

• 401(k) eligibility • Employee stock purchase program • Vacation time • Sick time • Personal leave • Medical, financial, and/or other benefits, dependent on the position offered • Reasonable accommodations in accordance with relevant laws

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