Espresa

Customer Support

• Serve as the primary technical resource for enterprise customers.
• Help administrators navigate our SaaS platform, diagnosing technical issues.
• Act as a critical feedback loop between customers and our product and engineering teams.
• Own technical resolution across support channels (email, phone, and chat).
• Maintain high CSAT scores and contribute to the continuous improvement of our support systems and documentation.
• Diagnose and resolve platform issues -- triaging configuration errors, integration failures, data discrepancies, and bugs.
• Guide members and admins through platform features, configurations, and workflows.
• Own escalated cases for enterprise and strategic accounts with urgency.
• Maintain deep knowledge of the Espresa platform and contribute to internal documentation.

Platform Support Specialist

Customer Success Manager

• Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to maximize insights and value.
• Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success.
• Partner with the Implementation team during onboarding to ensure a smooth customer handoff, and independently lead customer-facing projects post-launch as needed to drive adoption and milestone achievement.
• Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI.
• Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals.
• Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value; serve as a product advocate by surfacing customer feedback and use cases to internal teams to inform product direction.
• Develop deep platform expertise to tailor solutions to customer needs, resolve inquiries effectively, and proactively identify product gaps or enhancement opportunities that impact customer outcomes.
• Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.

• Take ownership of establishing a structured strategic planning process for the CS team.
• Work hand-in-hand with the peer Director of Customer Success to standardize processes, tools, and methodologies, ensuring a unified experience for all CSMs and customers.
• Serve as the primary voice of the customer and admin with the Product team.
• Build a deep understanding of how Espresa is configured and used.
• Maintain a close feedback loop with Product on escalations, bugs, and systemic gaps.
• Work across departments to solve key business challenges.
• Develop expert-level knowledge of the Espresa platform.
• Support CSMs on complex technical questions and configuration challenges.
• Partner closely with the Head of Account Management to support a seamless commercial strategy.
• Attract, hire, and mentor top talent.

Platform Support Specialist

Customer Success Manager

Director, Customer Success