Customer Experience Associate

ePlus inc.
Herndon, VA
Nov 28, 2021
Dec 04, 2021
Accountant, IT
Full Time
Job Responsibilities/Requirements:The Customer Experience Support Representative is responsible for supporting, evolving and continually disseminating key support metrics and performance metrics for our sales and service organization to help our customers with the consumption of their technology licenses.Creation and distribution of reportsWork collaboratively with key stakeholders across ePlus to drive successful Customer Experience (CX) outcome-based plans and communicationEscalate and help resolve issues relating to day-to-day operations and communicationsOn a recurring basis:Create and distribute reportsProvide notification as applicable to appropriate parties.Communicate to the Sales team of annual Software anniversary dates and consumption status.Distribute customer communicationsMaintain status of CX action items and track through completion.Escalate problematic or at-risk conditions to management and field personnel.Attending job related courses to stay current on changesProvide customer support to CX CSMs: including monitoring licensing data and answering questions.Cleansing data issues with the Gainsight toolMiscellaneous projects as assignedEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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