Goose Recruitment are delighted to be working with a leading Aviation provider. We are looking for an Experienced Customer Success Manager to support continued growth across the world. The Customer Success Manager role is required to build and nurture business’ relationship with customers, act as a key interface point between the customer and the company and oversee the customer account and contracted deliverables.
This role sits within the Commercial, Customer Success Team
Our client is offering a fully remote model to facilitate working from anywhere across the USA.
The Role:
- Build a long-term strategic relationship with customers, always championing a customer-centric approach
- Manage activities around the customer account ensuring they receive excellent customer service, and their day- to-day needs are met
- Manage financial (P&L) and contractual relationship with contract customers
- Coordinate and lead regular senior management reviews (monthly/quarterly) with the customer and relevant internal teams (performance/SLAs/KPIs, financial reviews)
- Facilitate the onboarding of new customers into the business based on streamlined process whilst ensuring the customer’s contract requirements are delivered
- Coordinate internal Financial, Operations and Technical Management teams to ensure the contractual obligations are met
- Ensure customers are aware of the full range of products & services and lead the additional up- or cross-selling process (annual KPI target)
- Create customer development strategies to ensure we stay abreast of our customers challenges and priorities
- Coordinate introductions with customer and support Product and Innovation team with identifying new digital innovations ensuring the company maintains our position as the market leader
Ideally you will have:
- 5 years’ work experience in customer account management environment (IT/software and/or Aviation)
- Experience in the aviation sector (preferably aircraft leasing, CAMO, and/or aircraft maintenance records)
- A hands-on, entrepreneurial, can-do approach with ability to anticipate and resolve potential problems on own initiative
- Passionate about providing excellent customer service with every customer interaction
- Strength in people management and implementation of change
- Strong commercial approach to decision making and pragmatic approach to solutions that are trusted by stakeholders and customers alike
- Experienced negotiator with strong influencing skills
- Previous CRM experience and financial account management (P&L of accounts)
- Strong IT skills including the use of MS Office package, use of Salesforce desirable
- Ability and willingness to travel internationally
- Multilingual skills (Spanish preferred)