ePlus inc. · 15 hours ago
Customer Success Associate
New Jersey, United States
Full-time
Onsite
Entry, Mid Level
$60K/yr - $75K/yr
2+ years expePlus inc. is a company focused on delivering managed services to clients, and they are seeking a Customer Success Associate to enhance customer experience and satisfaction. The role involves managing client relationships, ensuring service quality, and promoting customer retention through strategic engagement and advocacy.
Cloud ComputingData CenterInformation TechnologyIT ManagementSoftware
Responsibilities
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
Work with customers to maintain key customer information such as contracts, escalation lists and location data
Responsible for preparing for and leading annual ePlus customer performance review meeting, which includes participation from multiple levels of the customer’s organization and other members of the ePlus Team
Manage communication and handoff for non-managed services issues and concerns, ensuring customers experience a full-service, or one-service mentality
Collaborate with sales teams to identify potential upsell opportunities within assigned customer portfolio – engage Business Development Executive and/or Account Executive for appropriate actions
Provide data to Business Development Executive for account reconciliation (change orders/true ups) on a regular basis and as required by the business
Provide necessary data in support of quotes and contracting of Change Orders
Performs other duties as assigned
Qualification
Required
Relevant degree and/or professional qualifications
Minimum 2 – 4 years of experience in a client-facing position
Development and delivery of quality customer-facing 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
Preferred
Previous project management experience is a plus
Benefits
401(k) eligibility
Employee stock purchase program
Various paid time off benefits, such as vacation, sick time, and personal leave
Company
ePlus inc.
ePlus is a customer-first, services-led, results-driven and trusted industry leader that helps organizations secure, modernize, optimize, and scale every aspect of their IT infrastructure.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-11-22IPO
Leadership Team
Mark Marron
CEO
Elaine Marion
Chief Financial Officer
Recent News
MarketScreener
2026-01-06
2026-01-06
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