Client Services Executive, EMEA

Main Responsibilities:

Client Contract Management

Serve as the primary post-sales point of contact for our EMEA based client accounts. Build strong, ongoing relationships to understand client goals and ensure satisfaction.

Client Success & Retention

Proactively manage client engagement to drive retention, renewals, and overall account health. Ensure clients are receiving value from services.

Service Delivery Coordination

Partner with internal teams (Operations, Engineering, Billing, Sales) to ensure services are delivered according to client expectations and contractual agreements.

Customer Lifecycle Support

Support onboarding, implementation, pilots, and ongoing service delivery to ensure a seamless client experience.

Issue Management

Address client inquiries, concerns, and escalations quickly and professionally. Coordinate resolutions across teams and communicate updates clearly.

Communication & Reporting

Prepare and present monthly performance reports and quarterly business reviews (QBRs) for assigned client accounts, highlighting progress against KPIs and SLAs, financial performance, risks, and opportunities while driving alignment on next steps and continuous improvement initiatives

Account Growth

Work closely with the internal sales Account Executive (AE) to identify opportunities to upsell or cross-sell additional services based on client needs.

Feedback & Continuous Improvement

Gather client feedback and share insights with internal teams to improve service delivery and product offerings.

Sales & Pre-Sales Support

Provide client insights and operational input during the sales and renewal process. Support transition from sales to delivery.

Compliance & Process Adherence

Follow established service processes, SLAs, and internal policies to ensure consistent and reliable delivery.

Education & Experience Required:

Bachelor’s degree in Engineering, Information Technology, or related field preferred.

7-10 years of experience in Post Sales enterprise client services management, customer success management, Service

Delivery or similar client-facing roles in Telecom and/or satellite companies preferred.

Certifications (Optional)

ITIL Foundation or customer success/account management certifications are an asset.

Strong relationship-building and communication skills

Customer-focused mindset with a problem-solving approach

Ability to manage multiple client accounts and priorities

Familiarity with CRM tools and service management platforms

Basic understanding of service delivery and contract management

Proven program management proficiency

Desired Attributes:

Client-Centric: Focused on delivering value and building trust with customers

Proactive: Anticipates client needs and identifies opportunities early

Collaborative: Works effectively across teams to solve problems and deliver results

Results-Oriented: Driven to achieve retention, satisfaction, and growth targets