CustomerSuccessManager

Overview 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. 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. Your Impact The essential functions of this position include: Develop strong relationships and teams, both with external customers and internal constituents 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 Advocate customer needs and issues cross-departmentally Track and communicate customer satisfaction to all team members and coordinate recovery efforts, when needed Establish a trusted, strategic partner relationship with each assigned client and drive continued value of our products and services Lead and manage quarterly and/or semi-annual service business reviews Coordinate and align with 3rd party ePlus strategic annuity services partners on day-to-day issues and service business reviews 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 Welcome and act as a point of contact and coordinator for clients during the onboarding process Host go-live meetings with new customers; deliver signed start-of-service letters to billing contacts Work with customers to maintain key customer information such as contracts, escalation lists and location information Facilitate communications and handoffs for issues and concerns around non-managed services Work with sales teams to maximize account growth opportunities, incl