Customer Success Associate

ePlus Technology Solutions

. Manage the customer experience and satisfaction of managed services delivery for assigned mid-tier client accounts .

Posted 9/24/2026full-timeRemote • United StatesJuniorMid-Level💰 $60,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client relationship management and customer satisfaction within IT services, leveraging strong analytical skills and operational services management to drive value and enhance customer experience.

Highest-signal resume keywords

Client Relationship ManagementCustomer Satisfaction TrackingOperational Services ManagementCustomer-Facing PresentationsAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Experience ManagementAccount Health MonitoringChange Order ManagementProject ManagementIT Infrastructure Understanding

Soft Skills

Active ListeningEmotional IntelligenceResults-OrientedTeam CollaborationCommunication Skills

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointMicrosoft OutlookCisco WebexMicrosoft Teams

Certifications & Qualifications

Relevant DegreeProfessional Qualifications

Industry Keywords

Managed ServicesIT ServicesCustomer AdvocacyNetworkingBusiness Communications

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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