{"id":1102066,"url":"https://alion.io/job/eplus-customer-success-associate-2","title":"Customer Success Associate","company":{"id":715782,"name":"ePlus","domain":"eplus.com","url":"https://alion.io/company/eplus-2","size_band":"501-1000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":24,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":11,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Durham, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-21T21:46:32Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-24T01:10:29Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Overview\nAs a Customer Success Associate (CSA), you will be accountable for managing the customer experience and satisfaction of managed services delivery to a mid-tier set of client accounts and for the overall service relationship. You will promote the continuous improvement of productivity, service quality, and customer satisfaction, while focusing on customer retention and helping customers receive the optimalvalue of services delivered. \nYour Impact\nThe essential functions of this position include: \nEstablish a trusted and strategic partner relationship with each assigned client; drive continued value of ePlusproducts and services \nHold regular client meetings to review incidents, changes, and address specific customer needs and concerns - target cadence bi-weekly or monthly \nEngage 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 \nTrack and communicate customer satisfaction to all team members and manage recovery efforts when appropriate \nTake 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 \nExecute semi-annual customer survey for assigned annuity services customers \nAlignwith assigned ePlusproject manager and other team members to help provide optimalcustomer experience throughout on-boarding process \nHost go-live meetings with new customers; deliver signed start-of-service letters to billing \nWork with customers to maintainkey customer information such as contracts, escalation listsand location data \nResponsible for preparing for and leading annual ePluscustomer performance review meeting, which includes participation from multiple levels of the customer’s organization and other members of the ePlusTeam \nManage communication and handoff for non-managed services issues and concerns, ensuring customers experience a full-service, or one-service mentality \nCollaborate with sales teams to identifypotential upsell opportunities within assigned customer portfolio - engage Business Development Executive and/or Account Executive for appropriate actions \nProvide data to Business Development Executive for account reconciliation (change orders/true ups) on a regular basis and as required by the business \nProvide necessary data in support of quotes and contracting of Change Orders \nPerforms other duties as assigned \nQualifications\nMinimum 2 - 4 years of experience in a client-facing position(Customer Success, Client Services, Account Management, or Technical Support), preferably within an IT services or managed services environment \nDevelopment and delivery of quality customer-facing presentations(in-person and virtually). \nProficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams \nStrong customer service, active listening, and client relationship management skills \nDemonstrated analytical skills with the ability to monitor account health, usage metrics, and reporting \nResults-oriented with high emotional intelligence and the ability to manage multiple priorities in a dynamic environment \nDemonstrate depth of operational services management expertise \nAble to work independently and as part of a dynamicteam environment \nRelevant degree and/or professional qualifications \nPreviousproject management experience is a plus \nUnderstanding of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management is a plus. \nPosition Specifics\nThe initial base salary range for this position is expected to be between $60,000 and $75,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.\nePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. \nIf hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.\nWho We Are\nAt ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.\nCorporate Values\nRespectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.\nTeamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.\nWork/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.\nEmbracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.\nCommitment to Diversity, Inclusion and Belonging\nWe are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.\nePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work. \nPhysical Requirements\nWhile performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.\nBy embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.\nePlus maintains a California Consumer Privacy Act (CCPA) Privacy Notice on our Trust Center, available here: CCPA Privacy Notice.\nNotice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.","description_format":"text","description_chars":7394,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Data Centers"],"lifecycle":[{"event":"open","at":"2026-09-21T23:57:13Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":11,"reasons":["conf:0","stale_co","velocity","win:early","comp:junior"],"computed_at":"2026-09-23T05:45:00Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":true},"html_url":"https://alion.io/job/eplus-customer-success-associate-2","json_url":"https://alion.io/job/eplus-customer-success-associate-2.json","meta":{"generated_at":"2026-09-24T01:51:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}