With 20+ years of experience, eGroup delivers speed and certainty throughout the digital transformation journey. We take pride in delivering white-glove service to all clients and are pleased that our commitment results in our world-class year-over-year Customer Satisfaction metrics.
By aligning client needs with exceptional solutions, services, and support, eGroup makes our customers more productive, efficient, and competitive. Simply put, we maximize IT investment while minimizing administrative overhead. Our services cover the IT lifecycle, from evaluation, planning and design, procurement, implementation, automation, adoption, training, to ongoing managed services.
Customer Success Manager
eGroup is seeking a Customer Success Manager to join our growing Customer Experience (CX) practice, working with customers across a variety of engagements and scenarios to drive world-class satisfaction with both internal and external CX. This is a unique opportunity to be an early contributor to our continued development of the eGroup CX strategy, reporting directly to the VP of Customer Experience.
Job Purpose
The eGroup CX practice is of high strategic importance to our organization, and the CSM role is an integral part of this strategy. Our CSM resources leverage our “five A’s” strategy in every interaction, driving exceptional satisfaction at all stages of the customer journey. This role demands not only outstanding collaboration with client teams spanning diverse industries and organizational scales, but also seamless integration and partnership with all internal departments across eGroup Enabling Technologies.
The CSM is responsible for measuring and monitoring customer satisfaction, supporting constant improvement in the CX strategy, and working with internal resources to champion exceptional CX behavior in all interactions. eGroup CSMs must be able to balance tactical aspects of the job (strategy, tracking, fiduciary goals) with interpersonal skills to delight our customers.
Job Duties and Responsibilities
A successful eGroup CSM is one that has a robust background in the technologies we support as well as foundations in change management, relationship management, or delivery. This position combines customer advocacy with advisory responsibilities, regularly coordinating internal departments to ensure an excellent customer experience. Key duties include, but may not be limited to, the following:
- Develop journey maps and outcome goals tracking for assigned client engagements.
- Act as the “CX Membrane” for assigned clients, collaborating with other departments to determine best approaches for engagement.
- Work closely across a variety of eGroup departments to deliver exceptional client experiences.
- Provide CSM services for both professional services projects and managed services engagements.
- Monitor customer satisfaction through regular measurement and reporting and implement targeted strategies to address areas requiring improvement.
- Concentrate on cultivating robust client relationships to uncover further business opportunities with assigned accounts.
- Meet objectives for customer retention by minimizing churn and expanding client relationships through additional products and services.
- Achieve targets for client satisfaction, including measurements for overall CSAT, NSAT, TTV, CLV, CES, and other key metrics.
- Effectively escalate and resolve customer issues with expertise, urgency, and tact across multiple departments within eGroup.
- Contribute directly to continuous improvement of our CX practice.
- Although this position does not involve supervisory duties, providing coaching and education to other eGroup Enabling Technologies team members on CX delivery and strategy will be an integral part of the role.
Required Qualifications
The ideal CSM candidate will demonstrate outstanding abilities as a relationship manager and mediator, possessing advanced skills in resolving complex issues to achieve mutually beneficial outcomes for both clients and eGroup Enabling Technologies. The following experience and/or skills are requirements for this role:
Education
- Bachelor’s degree in Business, Communications, or Marketing with notable experience in a technical capacity or technical degree (Information Technology, Computer Science, etc.) with relevant experience in customer relationship management.
- Equivalent combination of experience and/or education as substitute for a formal degree.
- Formal training and certifications in fields relevant to CX a plus.
Experience
- 2+ years in a direct customer facing, customer success role.
- 2+ years experience with an IT consulting organization.
- Experience in creating and implementing successful CX programs.
- Experience in developing organizational strategies leveraging IT investments.
- Experience in developing internal success programs.
Knowledge, Skills and Abilities
- Knowledge of CX best practices and methodologies.
- Knowledge of the IT industry, including current and relevant trends and topics.
- Extremely high level of trustworthiness and integrity in dealing with both internal and external clients.
- High levels of passion, energy, and client empathy.
- Exceptional planning and organizational skills.
- High degree of foresight and anticipation when working with clients.
- Creative and visionary approach to CX methodologies and delivery.
- Skilled interpersonal communicator, adept in mediating complex and often difficult conversations between end customers and disparate internal departments.
- Passion for betterment of the organization through creation and implementation of internal CX strategies.
Working Conditions
This role and eGroup are a 100% remote environment:
- Candidates should have access to a productive work environment with the ability to complete work entirely on a computer.
- Appropriate hardware will be provided by eGroup.
- Access to a strong internet connection is essential.
- Video communication is common in this role, so suitable presentation and environment a must.
- Minimal travel (less than 10-15%) may occasionally be required for this role.
Complete the required questionnaire and you will be contacted with next steps: Hiring Questionnaire
