1. Customer Onboarding Specialist

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    Location: US remote

    Customer Onboarding Specialist

    As a Customer Onboarding Specialist your focus is on our members’ successful onboarding, implementation, and adoption of the Avinode Group services so that they can reach their operational goals while deriving our products maximum value. You will work closely with customers to ensure they optimize utilization of products they subscribe to, are satisfied with the services they receive, and are up and running effectively. To succeed with this, you are highly-technically proficient and a quick learner with project managements skills up your sleeve. You should be adaptive to different customer personalities while being able to find commonality to establish trust and a productive working relationship. Lastly, we are looking for a highly motivated individual who is passionate about delivering exceptional service, while still knowing how to have a fun and work-life balance.  

    What you will do

    • Help our customers accomplish their goals with our solutions by improving feature adoption and ensure consistent onboarding for new users and customers.
    • Educate customers and users on how existing and new product features work, and how the platform can contribute to their business objectives.
    • Create product guides, documentation and video tutorials, new touch points in order to educate users about features and what they can do.
    • You appreciate B2B best practices in the technology space.
    • You understand the importance of driving B2B customer engagement, specifically around the design of customer experience.
    • You appreciate a B2B SaaS customer centric approach.
    • Host public and private demos, webinars, and training with new customers and leads from time to time. 
    • Create and continuously update our customer knowledge base in Intercom, so self-servicing customers can figure out how to achieve outcomes on their own. 
    • Deliver exceptional service, troubleshoots on issues that arise, and ensure every customer is satisfied with the handling of questions/issues during their onboarding experience.
    • Develop and keep thorough understanding of our products by meeting with product owners to review and input to product releases and proper system usage.
    • Proactively gather customer feedback and relay it to internal teams for product enhancements. 
    • Continually improve the onboarding and implementation process through experimentation and expertise.
    • Maintain and develop high level understanding of the business aviation Industry.

    What we are looking for

    • An excellent analytical and critical problem solver.
    • Professional, genuine, outgoing and empathetic communicator. 
    • Passionate about people, customer service and going above and beyond customer expectations.
    • Never satisfied – you are constantly looking to improve both yourself and the business by experimenting and trying new approaches and tools.
    • Embracing a dynamic work environment and industry, where change is the only constant.
    • Highly motivated, entrepreneurial, energetic, and able to thrive in a high-performing organization.
    • Have previous experience in a customer success role, technical support or in managing client relationships.
    • You’re excited by the idea of guiding people to execute their ideas using a powerful product and seeing the massive impact your guidance can have for customers. 
    • You enjoy troubleshooting problems and overcoming technical and non-technical challenges.
    • You’re curious about people and problems. You’re a good listener who’s naturally interested to dig in, ideate, and find solutions.

    Essential Skills

    • Bachelor’s Degree and minimum three years relevant experience in flight ops and/or charter sales.
    • Excellent communication, writing, and presentation skills.
    • You are fluent in crew scheduling and FAR regulations for 135 and 91 operators.
    • Technical aptitude – quick to develop a deep understanding of new software.
    • Ability to communicate complex technical features in simple terms.
    • Ability to prioritize multiple competing priorities and projects in a fast-paced environment
    • Ability to work in a flat organizational environment and as a member of a team.
    • Ability to work both autonomously and within a team environment.
    • Pilot Certificate is a plus.

    How to apply

    Sounds like the right fit for you? Please send your CV to Head of Marketing and CX, Alexandra MacRae.

  2. Customer Onboarding Manager

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    Location: US remote or Sweden remote/hybrid

    Customer Onboarding Manager

    You are responsible for overseeing all operations of the Onboarding team while fostering a culture of engagement and excitement to bring out customer driven results. As the Customer Onboarding Manager, you will drive processes, performance and manage digital channels including live chat, e-mail, and user reviews. Additionally, collaborate with key stakeholders and teams to scope business needs required in order to define and deliver implementation of tools and processes to improve the customer experience. The Customer Onboarding Manager will be a leader of change management, driving people, processes, and initiatives to optimize an organization-wide customer experience.

    What you will do

    • Lead a global staff of Onboarding Specialists
    • Lead day-to-day Onboarding operations across multiple lines of business groups and service channels ensuring proper turnaround time and customer satisfaction
    • Manage and deliver on the Onboarding KPIs
    • Lead team to research, analyze, and recommend processes/operations to improve the customer’s overall experience
    • Set onboarding strategies for the different customer segments and follow through on the execution of initiatives and objectives
    • Optimize the entire post-sales customer journey to create loyalty and influence churn
    • Optimize the training and onboarding of new accounts, users, and system features to ensure customer satisfaction
    • Measure and observe customer engagement and satisfaction and incorporate those findings into product, CS and CX team developments
    • Participate in exploration, evaluation, and integration for new platforms, tools, and technologies to scale the business
    • Build and configure campaigns, automations, and self-help solutions to create a high-quality experience for a variety of audiences, use-cases, and permissions.
    • Handle and drive resolutions for technical and product-related escalated issues.
    • Continuously improve team efficiencies by reducing manual tasks and streamlining process between multiple teams.
    • Drive the organization to improve customer operations for best-in-class customer experience delivery
    • Coach and mentor teams by encouraging continued professional learning and skill advancement
    • Routinely communicate with each team member on job performance related to their goals and objectives

    Who you are

    • You have a BA/BS degree
    • You have documented experience in implementing and managing SaaS onboarding experiences and teams
    • You enjoy structure and customer journeys that turns out the way you wanted
    • The project management skills you have gained over the years is what you influence others with
    • You are detail oriented and have a high level of accuracy
    • You take an active interest in opportunities to increase customer satisfaction and develop processes to impact that
    • You have a consistent track record of identifying customer needs and successfully implementing solutions
    • You are flexible, adaptive, and resilient. You also know how to get things done
    • You are passionate for technology and for being a part of a fast-growing SaaS company
    • You are 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
    • You enjoy occasional business travel
    • You are articulate and communicate clearly and concisely in English
    • Industry knowledge is a plus

    How to apply

    Sounds like a fit for you? Please send us your CV via e-mail to [email protected]

  3. Lead UX Designer / Head of UX

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    Location: Gothenburg, Sweden.

    Lead UX Designer / Head of UX

    You can make a difference! We have built a strong Product and UX team but we need help taking the next step. As a Lead UX Designer you will play a key role in building a UX culture and methods as part of our product mindset in the company. You will manage a small UX team as a leader and coach.

    We hope you like teamwork, every day you will be connecting with fellow “Noders” (that’s what we call ourselves) throughout the company and our customers!

    What you will do

    • Lead and coach and other UX Designers to continually sharpen their skills
    • Change and improve how we work with UX
    • Keep us aligned to a coherent user experience across the product portfolio.
    • Own and deliver the end-to-end design process for the full product

    Essential Skills

    • Experience building a UX Team and coaching other UX Designers
    • English is our corporate language, so it’s ok if you’re still learning Swedish!
    • Design experience from SaaS products across multiple platforms (mobile and web)
    • A mindset for design systems, service design, and design thinking
    • Fluent in best practices and practical knowledge of user-centered design methodologies and usability principles
    • Comfortable with ambiguity and adapting to an ever-changing environment
    • Thrive in a culture of curiosity, collaboration, and continuous change
    • Experience working with remote team members

    Why us?

    • We care about the business, and the business cares about us: we have a good relationship with our customers. We’re all in this together!
    • Our products are used around the world – and we’re proud of that!
    • Software is our thing, but so is raising a family, rock climbing, watching baseball, or (insert your thing here).

    How to apply

    Sounds like the right fit for you? Please send your resume via e-mail to our VP Product Tobias Gunnesson [email protected]