Customer Success Executive

About The Job
As a Customer Success Executive, you will be a critical member of the customer success team, focusing on ensuring customer satisfaction, retention, and the successful delivery of services. You will work closely with the Customer Success Manager (CSM) to support daily operations, resolve customer issues quickly, and drive improvements in service quality. You will serve as the main point of contact for both internal teams and external customers, ensuring that contract-specific tasks are completed efficiently, and customer needs are met with a high level of responsiveness.

What will you do?

• Customer Support & Retention:

• Act as a proactive customer advocate, ensuring a high level of customer satisfaction and supporting customer retention initiatives.

• Assist the CSM in addressing customer needs and resolving issues, ensuring all open tickets are handled promptly by the Service Desk, Engineers, and Partners.

• Maintain a strong relationship with customers, serving as a key point of contact and providing timely follow-ups on outstanding issues.

• Contract Management & Coordination:

• Ensure contract-specific tasks such as asset management, customer reporting, and technical analysis are completed accurately and efficiently.

• Collaborate with the CSM to maximize revenue and minimize costs on assigned accounts, driving profitability and operational efficiency.

• Maintain and update the ESP Knowledge Base, ensuring all contract-specific documentation and processes are readily available to enhance speed of resolution and improve customer satisfaction.

• Operations & Reporting:

• Design, prepare, and deliver internal and customer reports, providing insights that drive continuous service improvement and quality.

• Review account-specific statistics regularly to identify trends, service improvements, and opportunities to enhance the customer experience.

• Support the CSM in preparing for and attending service reviews with both customers and internal business stakeholders.

• Single Point of Contact (SPOC):

• Act as the Single Point of Contact (SPOC) Customer, ensuring seamless communication between internal teams and customers.

• Ensure that any follow-up actions are documented in internal databases, keeping all stakeholders informed.

• Escalation & Coverage:

• Provide coverage for the CSM [AJ1] when required, ensuring continuity of service and maintaining strong customer relationships.

• P&L Management and Gross Margin Optimization:

• Monitor and manage the profitability of customer accounts, ensuring a healthy P&L and optimizing gross margins.

• Identify cost-saving opportunities and work closely with internal teams to implement efficiency improvements.

• Conduct regular financial reviews to track performance against targets and identify areas for improvement.

• Contract Management and Renewals:

• Oversee and manage all aspects of customer contracts, including negotiations, amendments, and renewals.

• Ensure timely renewal of contracts and proactively address any concerns that could impact retention.
• Manage contractual relationships, ensuring compliance with terms and conditions, and coordinating requested changes in contracts with legal and finance teams.

• Maintain a clear understanding of customer contract terms and conditions to avoid potential legal or financial risks.

• Business Growth (Upsell and Cross-Sell):

• Identify upsell and cross-sell opportunities within existing customer accounts to drive revenue growth.

• Collaborate with the sales team to expand the scope of customer contracts, ensuring alignment with customer goals and needs. Work closely alongside the aligned Sales Account Manager on account planning and growth across all customers within assigned portfolio, ensuring any business intelligence, leads or opportunities are successfully identified and referred (if needed)
• Present value-added solutions to customers that enhance their experience and contribute to their long-term success.

What will you bring to ESP?

• Empathy: Ability to understand and anticipate customer needs and concerns, fostering trust and building long-lasting relationships.
• Problem Solving: Proactively identifying issues and developing effective solutions that align with customer and company goals.
• Financial Acumen: Strong understanding of financial metrics and ability to manage profitability across accounts.
• Communication: Clear, concise, and adaptive communication style, with the ability to engage both technical and executive audiences.
• Cross-functional Collaboration: Strong collaboration skills in a matrix environment, working effectively across teams and departments.

If you are….
Motivated to develop your career in Service Delivery, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.

What We Will Offer
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary
We offer a competitive range based upon suitability or experience.

Benefits

• Holiday Leave
• Medical Insurance
• Perk box discounts

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that's manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.

Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an equal opportunity employer.