Customer Success Manager - Aviation

Adoc Talent Management; Montreal; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

Adoc Talent Management is seeking a Customer Success Manager for a growing aviation software company serving airlines across the Americas. You will manage a portfolio of airline customers, act as trusted advisor, and develop success plans to help customers achieve their objectives while maximizing satisfaction.

Missions mix flight operations, IT data analysis, and organizational change; you will onboard users, boost adoption, monitor satisfaction, and collaborate with Product and Engineering to

Qualifications

• Bachelor's or Master's degree in Aeronautics or a related aviation field.
• Experience managing a portfolio of airline customers and driving success.
• Strong ability to analyze data and propose improvements for customers.
• Excellent communication skills and customer-focused mindset.

Responsibilities

• Manage onboarding, training and support for airlines' users.
• Boost customer adoption and engagement with the platform.
• Monitor satisfaction and ensure it remains high.
• Analyze operations data to identify optimization opportunities and upsell.
• Collaborate with Product and Engineering to improve the customer experience.

Skills

Customer success

Data analysis

Portfolio management

Fluent English

Education

Bachelor's or Master's degree in Aeronautics

Job description

Company

Adoc Talent Management is seeking a Customer Success Manager for its client, a growing company whose mission is to help the aviation industry become more sustainable through digital technology. For over 10 years, this software company has been developing an eco-flight solution (SaaS) designed to optimize fuel consumption and reduce CO2 emissions. Relying on Big Data, Artificial Intelligence and Machine Learning algorithms, the software automatically analyzes the data available in aircraft black boxes. The company is currently hiring a Customer Success Manager to support their growth in Americas.

Job

As part of the Customer Success team, you'll be in charge of a portfolio of customers and will act as a trusted advisor to them. You'll work jointly with their customers to develop success plans to ensure they achieve their objectives while having a great experience with their solutions and identifying opportunities for further success.

Missions have usually a multi-dimensional aspect by mixing several components: flight operations (airlines operations, fuel efficiencies best practices), IT (data analysis, system customization), organization (project management, change management) and customer relationships (trusted advisor with interactions at all levels).

Missions

• Manage onboarding, training and support to airlines’ users


• Boost customers’ adoption and engagement


• Monitor airlines' satisfaction and ensure it stays at the highest level


• Proactively conduct analysis to optimize airlines’ operations, with dedicated consulting offers and in relation with upsell of new products


• Advocate and liaise with internal teams, including Product, Engineering to improve customers’ experience and share customers’ requirements


• Provide pre-sales technical support to the Marketing & Sales team

Profile

• Bachelor's or Master's degree in Aeronautics or another relevant discipline for the aviation industry;


• Experience with aeronautical, flight or airline operations: performance, aircraft life monitoring, operations (e.g plane diversion), regulation, planning;


• Knowledge in fuel optimization, dispatch, safety, punctuality;


• Ability to listen to the customers and to identify their needs;


• Advise customers by analyzing data and by proposing improvements;


• Autonomous and rigorous in managing a portfolio of customers;


• Transverse project management both with customers and internal teams;


• Previous experience with customers and international exposure;


• Fluent in English (mandatory), good level in French (or open to learn it), Spanish and Portuguese are assets


• Private or commercial aircraft pilot license, an asset;

As a Customer Success Manager, you will be comfortable in an environment that requires a high level of autonomy and to manage projects working both with customers and internal teams.