Customer Success Associate (Req #1421)

Role overview

Manage the service relationship and customer experience for a portfolio of mid-tier managed services accounts. The role focuses on retaining customers, improving service quality, and helping clients realize value, while coordinating issue resolution and account activity with delivery, project, and sales colleagues. Candidates based in Virginia or North Carolina are preferred.

Responsibilities

- Maintain trusted client relationships and hold regular reviews of incidents, service changes, and customer priorities. - Monitor customer satisfaction and account health, share findings with internal teams, and coordinate recovery plans when service concerns arise. - Advocate for clients during sensitive issues and escalations, leading root-cause analysis and corrective action planning. - Coordinate onboarding and go-live activities, including customer meetings and service-start documentation. - Keep contracts, escalation contacts, and site information current; prepare annual performance reviews and semi-annual customer feedback processes. - Support account administration and growth by coordinating change orders, account reconciliations, quotes, and potential expansion opportunities with sales colleagues.

Requirements

- 2–4 years of customer-facing experience in customer success, client services, account management, or technical support; managed or IT services experience is preferred. - Experience preparing and delivering clear customer presentations, both in person and remotely. - Proficiency with Excel, PowerPoint, Outlook, Webex, and Teams. - Strong customer service, listening, relationship management, and analytical skills, including monitoring account health and service metrics. - Ability to manage competing priorities, work independently, and collaborate effectively with a team. - Relevant degree or professional qualifications; operational services management expertise.

Nice to have

- Project management experience and knowledge of IT infrastructure or services, such as networking, business communications, security, wireless, storage, and servers.

Benefits and work setup

- Listed expected base salary is $60,000–$75,000 annually; compensation may also include commissions or discretionary bonuses. - Benefits may include medical and financial plans, 401(k) eligibility, an employee stock purchase program, and paid leave, depending on the position.