Job Description
About the Job:
As the Senior Customer Success Manager reports to the Head of Customer Success Manager. Additionally, as a Sr CSM, you will be responsible for driving the success of strategic customers by managing relationships, overseeing operations, and identifying growth opportunities. In addition to managing a portfolio of high-value accounts, you will serve as a mentor and coach to other members of the Customer Success team, helping to develop their skills and ensure consistent delivery of excellent customer experiences. You will think strategically and proactively, anticipating customer needs and guiding long-term customer success while maintaining healthy profitability. The ideal candidate is a seasoned CSM who can influence both internal and external stakeholders and navigate complex, matrix organisations.
What will you do?
Strategic Customer Management:
Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the environmental and technical 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:
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 / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
As the Senior Customer Success Manager reports to the Head of Customer Success Manager. Additionally, as a Sr CSM, you will be responsible for driving the success of strategic customers by managing relationships, overseeing operations, and identifying growth opportunities. In addition to managing a portfolio of high-value accounts, you will serve as a mentor and coach to other members of the Customer Success team, helping to develop their skills and ensure consistent delivery of excellent customer experiences. You will think strategically and proactively, anticipating customer needs and guiding long-term customer success while maintaining healthy profitability. The ideal candidate is a seasoned CSM who can influence both internal and external stakeholders and navigate complex, matrix organisations.
What will you do?
Strategic Customer Management:
- Serve as the primary point of contact for high-value, strategic customers, fostering long-term relationships and ensuring their overall success.
- Understand the business objectives, challenges, and goals of strategic customers, and proactively provide solutions to meet their needs.
- Regularly engage with customers at multiple levels, from site engineers to C-level executives, to ensure alignment on strategy and deliver exceptional value.
- Provide coaching and mentorship to junior Customer Success Managers (CSMs), helping them to develop their skills and meet performance goals.
- Share best practices, insights, and strategies to elevate the performance of the entire Customer Success team.
- Act as a point of escalation for complex issues, providing guidance and support to team members in resolving challenges.
- Strategic Thinking and Proactive Planning:
- Think strategically to anticipate customer needs, identify potential risks, and proactively develop solutions to ensure long-term success.
- Develop and implement account strategies to drive customer satisfaction, retention, and revenue growth.
- Partner with internal teams to influence product roadmap and service offerings based on strategic customer feedback and industry trends.
- Business Growth and Opportunity Identification:
- Identify and execute on upsell and cross-sell opportunities within strategic accounts to drive revenue growth and expand the relationship.
- Present tailored, value-added solutions that support the customer's business objectives and drive additional value.
- Oversee the financial performance of strategic accounts, ensuring that profitability targets are met, and gross margins are optimised.
- Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA’s and KPI’s as defined in the relevant contracts are met or exceeded.
- Conduct regular reviews of account performance, identifying areas for improvement and implementing corrective actions where necessary.
- Balance the needs of the customer with the financial goals of the company to drive sustainable growth.
- Manage all aspects of the contract lifecycle, including negotiations, amendments, and renewals, ensuring compliance with terms and conditions.
- Coordinate with legal, finance, and other internal teams to ensure timely contract renewals and address any requested changes.
- Monitor and ensure that strategic contracts are renewed well in advance of expiration, proactively addressing any potential risks to retention.
- Oversee the daily operations for strategic accounts, ensuring the seamless delivery of services and quick resolution of issues.
- Act as a liaison between customers and internal teams (e.g., operations, support, product) to ensure consistent and high-quality service delivery.
- Lead regular business reviews with customers, presenting insights and recommendations for ongoing success.
- Collaborate effectively with cross-functional teams (e.g., product development, operations, sales) to deliver on customer needs and drive business results.
- Act as a voice of the customer internally, influencing product development and strategic initiatives based on customer feedback.
- Navigate complex, matrixed organisations to manage competing priorities and drive successful outcomes for both the customer and the company.
- 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
- Communicate effectively with stakeholders at all levels of the customer organisation, from site engineers to C-level executives.
- Prepare and deliver presentations, reports, and updates to key stakeholders, highlighting successes, challenges, and opportunities for growth.
- Represent the company at customer meetings, industry events, and conferences, serving as a thought leader in customer success.
- More than 5 years' experience managing Customer Accounts
- Customer facing experience and customer service skills
- Leadership: Ability to inspire and guide a team, providing mentorship and direction to help others succeed.
- Strategic Thinking: Anticipates future needs, identifies opportunities, and develops long-term plans to ensure customer success and business growth.
- Financial Acumen: Strong understanding of financial metrics and ability to manage profitability across strategic accounts.
- Customer Advocacy: Deep understanding of customer needs and the ability to translate them into actionable business strategies.
- Cross-functional Collaboration: Strong collaboration skills in a matrix environment, working effectively across teams and departments.
- Understanding of ITIL process and structure
- Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well presented and logical documents and presentations
Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the environmental and technical 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:
- Medical/Dental/Vision Insurance coverage
- PTO time
- Perkbox discounts
- Commuter Program
- Parking on-site
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 / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
Visit Original Source:
http://www.indeed.com/viewjob
