eGroup

With 20+ years of experience,eGroupdeliversspeed 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 ourworld-classyear-over-year Customer Satisfactionmetrics.

By aligning client needs with exceptional solutions, services, and support, eGroup makes our customers more productive, efficient, and competitive. Simply put, we maximize ITinvestmentwhile minimizing administrative overhead. Our services cover the IT lifecycle, from evaluation, planning and design, procurement, implementation, automation, adoption, training,toongoing managed services.

Customer Success Manager
eGroupis seeking a Customer Success Managertojoin our growing Customer Experience(CX)practice, working with customers across a variety of engagements and scenarios todrive world-class satisfaction with both internal and external CX.This is a unique opportunity to bean earlycontributortoourcontinued development of theeGroupCX strategy, reporting directly to the VP of Customer Experience.

Job Purpose
TheeGroupCX practice is of high strategic importance to our organization, and the CSM role isanintegralpart of this strategy.OurCSM resourcesleverage 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 CSMis responsible for measuring and monitoring customer satisfaction,supportingconstant improvement in the CX strategy, and working with internal resources to champion exceptional CX behavior in all interactions.eGroupCSMs must be able to balancetactical aspects of the job (strategy, tracking, fiduciary goals) with interpersonal skills to delight our customers.

Job Duties and Responsibilities
A successfuleGroupCSM is one that has a robust background in the technologies we support as well asfoundationsin change management, relationshipmanagement,or delivery.This position combines customer advocacy with advisory responsibilities, regularly coordinating internal departments to ensurean excellentcustomerexperience.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 ofeGroupdepartments to deliver exceptionalclientexperiences.

• Provide CSM services for both professional services projectsand 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 clientrelationshipsthrough additional products and services.

• Achieve targets for client satisfaction, including measurements for overall CSAT, NSAT, TTV, CLV, CES, andotherkey metrics.

• Effectively escalate and resolve customer issues with expertise, urgency, and tact across multiple departments within eGroup.

• Contribute directlyto 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 requirementsfor this role:

Education

• Bachelor's degree inBusiness, Communications, orMarketingwithnotable experience ina technicalcapacityor technical degree (Information Technology, Computer Science, etc.)with relevant experience in customer relationship management.

• Equivalent combination of experience and/or educationassubstitute 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 experiencewith an IT consulting organization.

• Experience increating and implementingsuccessful 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, includingcurrent and relevant trends and topics.

• Extremely highlevelof trustworthiness and integrity in dealing with both internalandexternal clients.

• High levels of passion, energy, andclient 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 andeGrouparea 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 byeGroup.

• Access to a strong internet connection is essential.

• Video communication iscommon 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