Client Services Executive, EMEA

Main Responsibilities:

Client Contract Management:

• Serve as the primary post-sales point of contact for 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:

Education:

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

Experience:

• 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.

Skills:

• 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

At Telesat, we take pride in being an equal opportunity employer that values equality in the workplace. We are committed to providing the best candidate experience possible including any required accommodations at every stage of our interview process. All qualified applicants that have been selected for an interview that require accommodations, are advised to inform the Telesat Talent team accordingly. We will work with you to meet your needs. All accommodation information provided will be treated as confidential.