[Hiring] Customer Success Manager @Adoc Talent Management

Role Description

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.

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)
• 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

Qualifications

• 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

Requirements

• Comfortable in an environment that requires a high level of autonomy
• Ability to manage projects working both with customers and internal teams