The Customer Success Manager will play a pivotal role in ensuring the overall success and satisfaction of our customers by coordinating daily operations, managing customer relationships, and driving business growth through upselling and cross-sell opportunities. The CSM will act as a strategic partner, maintaining a healthy P&L, ensuring strong gross margins, and fostering long-term customer retention and contract expansion. This role requires a proactive, empathetic, and problem-solving professional who thrives in a fast-paced, matrix organization, effectively communicating with stakeholders ranging from site engineers to C-level executives. What will you do? Lead the onboarding process for new customers, ensuring a smooth and positive experience. Collaborate with internal teams to set up accounts, arrange services, and Ensure that new customers have a clear understanding of the services, implementation timelines, and respective ESP stakeholders Build and maintain strong, long-lasting relationships with customers, acting as their main point of contact. Regularly engage with customers through meetings, calls, and on-site visits to ensure alignment on objectives and expectations. Understand customer needs, challenges, and goals to ensure satisfaction and long-term retention. Oversee daily operations to ensure the smooth delivery of services, managing internal teams to meet customer expectations. Deliver quality service reports to customers that accurately reflect the SLA measures agreed in the contract and identify trends / issues and manage any corrective or improvement actions through to successful resolution 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. Proactively address and resolve any operational issues, ensuring timely communication with all stakeholders. Create and drive Continuous Service Improvement (CSI) Plans and Service Development Plans to maintain, improve and develop the services delivered by ESP. 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. 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. 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 the 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. Proactively identify potential issues and resolve them before they impact the customer experience. Manage escalations and complex problems, coordinating with internal teams to ensure swift and effective resolution. Leverage data and insights to recommend solutions that align with both customer and company objectives. Work closely with cross-functional teams (e.g., product development, operations, finance) to ensure alignment and successful execution of customer projects. Navigate a matrix organization to effectively manage competing priorities and ensure that customer needs are met without compromising internal processes. Provide feedback to internal teams to drive continuous improvement in service delivery and product offerings. Communicate effectively across all levels of the customer organization, from site engineers to C-level executives. Tailor communication style and content to suit the audience, ensuring clarity and understanding. Prepare and deliver presentations, reports, and updates to key stakeholders, highlighting successes, challenges, and opportunities for growth. 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 IT support, 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: Medical Insurance, Vision & Dental plans PTO time Perkbox discounts Commuter Program 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 / 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.