Senior Customer Success Manager - Americas

SkySelect; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

SkySelect is seeking a Customer Success Manager to own and grow key airline and MRO accounts in the US. You will drive adoption, ROI, and value realization while coordinating across procurement teams and suppliers.

You will engage executives, manage scope, and lead retention initiatives, traveling up to 50% as needed and working in a dynamic, fast-paced environment.

Qualifications

• 5+ years experience in Customer Success, Customer Experience and/or Account Management (mandatory).
• 5+ years experience in project management (mandatory).
• 3+ years experience in Aviation Supply Chain (mandatory).
• Experience in leading digitization transformation (preferred).
• Excellent oral and written communication skills.
• Fluently speak, read, and write in English (Spanish a plus).
• Self-starter with motivation in a fast-paced environment.
• Strong team player, cross-functional collaboration.
• Strong analytical and problem-solving skills.

Responsibilities

• Ensure overall success of customers and deliver ROI and value to ensure customer delight.
• Connect with senior stakeholders at airlines & MROs to understand needs, vision, strategy and roadmap and translate into actions.
• Manage internal and external stakeholders to meet objectives within time, budget and quality.
• Lead retention and expansion of the contract scope with customers, selling Upsell opportunities and expanding usage of the service.
• Build/own customer relationships for your accounts to ensure adoption of SkySelect: manage buyer relationships daily and deliver customer value.
• Support and manage customer issues, requests and improvements.

Skills

Customer Success

Account Management

Project Management

Aviation Supply Chain

Communication

English Proficiency

Self-Starter

Team Player

Analytical Skills

Job description

SkySelect is transforming the $100B aircraft parts industry! SkySelect was founded in 2017 with a clear mission to connect aircraft parts buyers and sellers through seamless transactions. We are VC-backed and actively growing our team in US, Brazil, Chile, Mexico, India, Spain, and Estonia.

SkySelect’s unique Sourcing AI, and Procurement AI models combine experts and technology, overcoming the slow adoption of technology and providing instant access to Artificial Intelligence (AI), Big Data, and Cloud Services to enhance visibility in the aircraft parts supply chain.

By moving its parts procurement onto SkySelect’s Procurement AI, airlines such as JetBlue, Sun Country Airlines, Finnair, LATAM, Avianca, Icelandair, and Azul have been experiencing superior results, including 5-12% cost savings, 100x faster cycle times, 95% on-time delivery performance, and automating the purchasing of 90% of the material requirements.

Who we are looking for

We are looking for a high-energy, determined, aviation professional who has experience with aviation part procurement and buyer account development.

The Customer Success Manager at SkySelect is the key owner of our existing customer relationships. You are responsible for understanding customers needs, project vision, roadmap as well as deliverables, and driving revenue. You will be growing the relationships through success KPIs and constant value realization. You also have experience working with Procurement teams, suppliers, and providing the best service for the end customers. The right person will be open-minded with good communication skills to interact with customers, has strong customer development skills and is a technologist at heart for innovative problem solving approaches. How to effectively communicate the value comes naturally to you. The position could require approximately 25%-50% travel, including overnight stays.

What will be your responsibilities

• Ensure overall success of your customers and deliver ROI and value to ensure the customer is delighted with the service
• Connect with senior stakeholders at airlines & MROs to fully understand their needs, vision, strategy and roadmap and translate that into actions
• Manage internal and external stakeholders involved as to ensure that objectives are met within time, budget and quality
• Lead Retention and expansion of the scope of the contract with customers: Ensure full contract utilization, sell Upsell opportunities to customers and expand the usage of the service
• Build/own customer relationships for your accounts to ensure adoption of SkySelect: Manage buyer relationships on a daily basis, understanding the customer success criteria and delivering customers value
• Support and manage customer issues, requests and improvements

What you need to be successful

• 5+ years Experience in Customer Success, Customer Experience and/or Account Management roles (mandatory)
• 5+ years Experience in project management influencing key decision-makers and senior executives (mandatory)
• 3+ years Experience in Aviation Supply Chain (mandatory)
• Experience in leading digitization transformation at organizations(preferred)
• Excellent oral and written communication skills
• Fluently speak, read, and write in English (fluency in Spanish is a plus)
• Be a self-starter, a highly motivated person able to work in a fast paced environment that is continually changing
• Strong team player, who can work with cross functional teams to ensure the best value is delivered to the customers
• Strong analytical skills and problem solving skills

Location: US, Atlanta

Target Start Date: As soon as possible

Employment Type: Full time

Travel Expectations: Up to 50%, including International travel