Customer Success Manager Flight Ops

We are looking for a warm, service-minded Customer Success Manager for our amazing team at
Avinode Group. As a Customer Success Manager, you will be responsible for managing
relationships and driving value for Avinode Group members. You are responsible for ensuring that
each member gets value from our products, with outcomes leading to retention and advocacy
across your portfolio.

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 Avinodeproducts.
• Act as the voice of the customer and partner with the Account Manager, product, and engineering teams to ensure customer feedback is heard.
• You continuously educate clients on industry trends, and best practices and recommend relevant company products to help them achieve continued results to meet their business goals.
• You develop and maintain expertise and have knowledge of all the Avinode Group products.
• You identify customer churn risk and create recovery plans, working toward eliminating that risk.
• You communicate client needs internally, sharing process improvements, feedback, and needs/issues to establish required resources and influence future roadmap enhancements.
• Collaborate closely with Account Managers to support renewals and expansion opportunities.
• You consistently log your activities & tasks and keep track of your cases in Avinode Group’s CRM system.

What you will bring along

• You have 2+ years of B2B SaaS account management or CSM experience, preferably within a technical product or complex industry.
• Experience in the aviation industry in charter sales and/or crew scheduling with knowledge of FAR regulations for 135 and 91 operators and/or experience in the FinTech industry is a plus!
• You 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 have a start-up mentality and enjoy creative problem-solving to get the job done.
• You are detail-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 are flexible, adaptive, and resilient.
• Able to role model core Avinode Group values.
• You are comfortable working from home but also value the in-person interaction with colleagues when getting together.
• Occasional domestic travel.

What do we offer you?

We are proud to offer you a workplace where we have high engagement and where creativity and curiosity are always much appreciated. Your ideas will be heard.

• Ability to schedule your calendar with flexible work locations.
• Competitive salary and benefits.
• Synergy events where all Noders across meet each other to collaborate on a professional level as well as have fun, which is equally important.
• Great opportunities to develop special skills or to learn new things with training. We want to support your development and dreams.

Want to join our crew?

Sounds like a great fit for you? You’ll find more fun facts about our Noders (that’s what we call ourselves) and our culture on our website. Kindly apply for this position through the “apply” button with your CV and cover letter in English as soon as possible. Please note that selections will be running continuously, so don’t wait to apply!

If you have any questions regarding this role, please do not hesitate to email our Senior HR Generalist, Kim Ong, at [email protected]