Customer Success Coordinator

Job not on LinkedIn

🔥 13 hours ago

🌲 North Carolina, Virginia – Remote

🌲 North Carolina – Remote ⚔️ Virginia – Remote

💵 $45k - $60k / year

⏰ Full Time

🟢 Junior

🏆 Customer Success

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Serve as the primary point of contact for a designated portfolio of Managed Services clients post-sale • Manage the overall service relationship and drive technology services adoption, customer retention, and customer lifetime value • Lead end-to-end onboarding and implementation, including kick-off meetings and educational sessions • Provide first-line escalation support and escalate complex problems to appropriate teams • Act as the internal voice of the customer and drive continuous improvement in resilience, customer service, and satisfaction • Maintain proactive customer engagement, monitor sentiment, build loyal relationships, and reduce churn risk • Facilitate internal handoffs for delivery of non-managed services • Guide customers in adopting best practices and achieving value realization • Monitor service usage trends to identify at-risk clients and educational opportunities • Monitor and communicate customer health status through routine communications and reporting • Identify expansion opportunities, promote additional services, and partner with Account teams on renewals • Provide problem resolution support, perform root cause analysis, and drive corrective action plans • Translate client feedback into actionable service improvements using Customer Success tools and ticketing systems • Maintain customer records in ChurnZero, ServiceNow, Microsoft Dynamics 365, and Open Air systems • Prepare weekly, bi-weekly, monthly, and quarterly health reports for internal stakeholders • Analyze customer account revenue trends and manage revenue collection and cost

🎯 Requirements

• 1-3 years of experience in a customer-facing role, preferably within an IT services or managed services environment • Experience supporting services in complex and high-profile customer environments • Proficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams • Strong understanding of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management • Exceptional written, verbal, and interpersonal communication skills with technical and executive stakeholders • Strong customer service, active listening, and client relationship management skills • Demonstrated analytical skills for monitoring account health, usage metrics, and reporting • Ability to manage multiple priorities in a dynamic environment • Ability to work independently and collaboratively within a team environment • Bachelor's degree in Business, Communications, or related field and/or relevant professional experience • Previous experience working with or for an IT managed services organization (preferred) • Experience with Cisco Webex and Microsoft Teams for virtual meetings (preferred) • Experience with data analytics tools such as Tableau (preferred) • Ability to perform seated and occasional standing or walking activities

🏖️ Benefits

• 401(k) eligibility • Employee stock purchase program • Paid vacation • Paid sick time • Paid personal leave • Medical benefits • Financial benefits • Other benefits dependent on the position offered • Reasonable accommodations in accordance with relevant laws