Customer Success Coordinator
New
E
ePlusIT Managed Services
Remote (Candidates based in Virginia or North Carolina are preferred)Full-TimeMiddle
Salary$45,000 and $60,000 annually
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Job Details
- Experience
- 1-3 years
- Required Skills
- Data AnalysisMicrosoft ExcelPowerPointServiceNowCRM
Requirements
- 1-3 years of experience in a customer-facing role such as Customer Success, Client Services, Account Management, or Technical Support.
- Preferably experience 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.
- 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 the ability to manage multiple priorities.
- Bachelor's degree in Business, Communications or related field and/or relevant professional experience.
Responsibilities
- Manage end-to-end onboarding and implementation for new customers including hosting kick-off meetings.
- Serve as the primary point of contact and first-line escalation support for managed services clients.
- Monitor service usage trends to identify at-risk clients and drive value realization through best practice adoption.
- Maintain accurate customer records in CRM (e.g., Microsoft Dynamics 365) and ticketing systems (e.g., ServiceNow, ChurnZero).
- Identify and surface opportunities for service expansion and renewals in partnership with the Account team.
- Conduct root cause analysis for customer issues and drive corrective action plans.
- Prepare regular health reports for internal stakeholders and manage account revenue collection.
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