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Schedaero - Remote within the US
Customer Success Manager
Location: Remote within the US. Personality over location.
Customer Success Manager
As a Customer Success Manager, you are responsible for leading the relationship and
engagement of our customers, while driving value with product optimization and user adoption.
Responsible for managing the customer health in product utilization, looking at various business
analytics and identifying further adoption opportunities of the Schedaero product. Identify
customer churn risk and create recovery plans, working toward eliminating that risk.
What you will do
- You are a strategic advisor, leading the relationship and engagement of our customers, while driving value with product optimization and user adoption.
- You are responsible for managing the customer health in product utilization, looking at various business analytics and identifying further adoption opportunities of the Schedaero product.
- You identify customer churn risk and create recovery plans, working toward eliminating that risk.
- You continuously educate clients on industry trends, best practices and recommend relevant company products to help them achieve continued results to meet their business goals.
- You serve as primary contact for post go-live support and utilize tools such as Zendesk.
- Collaborate closely with Account Managers to support renewals and expansion opportunities.
- You communicate client needs internally, sharing process improvements, feedback, needs/issues to establish needed resources, and influence future roadmap enhancements.
- You develop and maintain expertise on the Schedaero product and have knowledge on allthe Avinode Group products.
- You consistently log your activities & tasks and keep track of your cases in Avinode Group’s CRM system.
What we are looking for
- You have 2+ years of B2B SaaS account management or CSM experience, preferably within a technical product or complex industry.
- You have experience in the aviation industry in crew scheduling and FAR regulations for 135 and 91 operators a huge plus!
- You have a start-up mentality and enjoy creative problem solving to get the job done.
- You have a consistent track record of identifying customer needs and successfully implementing solutions.
- You have a passion for technology and for being a part of a fast-growing SaaS company
- A natural leader with a determination to innovate and create a great customer experience.
- You have an understanding of flight operations systems such as CAMP, eAPIS, Fuelerlinx, Flight bridge, TSA.
- You are detailed oriented and have a high level of accuracy.
- You are articulate and poised with a clear and concise spoken and written communication style.
- You take an active interest in opportunities to increase customer satisfaction and deepen customer relationships.
- You have a consistent track record of identifying customer needs and successfully implementing solutions.
- You are flexible, adaptive, and resilient.
- You have a passion for technology and for being a part of a fast-growing SaaS company.
- Able to role model core Avinode Group values.
- You are comfortable in working from home, but also value the in-person interaction with colleagues when getting together.
- Pilot certification is a plus.
- Occasional domestic travel.
How to apply
Sounds like the right fit for you? Please send your resume via e-mail to Kevin Klein, Director of Customer Success, Flight Operations: [email protected]