Customer Success Manager

Role Overview

The Customer Success Manager (CSM) team is a key enabler of the Customer Experience Organization. The CSM has the responsibility to engage with the airline customers to identify their needs, oversee the deployment of the services with the airlines, ensure proper solution adoption and customer satisfaction.

What You Will Do

The CSM manages a portfolio of airline customers and is the voice of the customer in Skywise. Their primary responsibilities are summed up in two main areas: being the customer’s project manager for the execution and deployment of the digital Services, and being the trusted advisor for the customer during the run-mode, supporting requests, escalations and overall health.

Why It Might Be a Fit

The ideal candidate will have 10 years or more in commercial aviation in the fields of customer services, airline maintenance engineering, digital solutions, data analytics and/or aircraft systems and avionics, and experience creating strong and trustworthy customer relationships and managing customer expectations.

Requirements

• Bachelor’s Degree or equivalent work experience required
• 10 years or more in commercial aviation in the fields of customer services, airline maintenance engineering, digital solutions, data analytics and/or aircraft systems and avionics
• Aeronautical engineering and avionics knowledge, or the ability to understand rapidly and in detail digital products linked to aircraft ops, health monitoring, predictive maintenance, and reliability
• Knowledge in IT, data analytics, or a strong interest in these fields, being familiar with Skywise
• Program management and the right skill sets to drumbeat the internal organization to ensure contractual commitments, customer satisfaction, cost and revenue targets and events management
• Experience creating strong and trustworthy customer relationships and managing customer expectations
• Excellent communication skills (internal/external) and assertiveness, including experience in holding technical commercial discussions with airlines

Benefits

• Flexible hours
• Hybrid working environment (3 days in office)
• Free parking
• Vacation Days (15 – 25)
• Professional Development Day
• Christmas shut down
• Summer core hours
• Strong work-life balance
• Casual dress code
• Competitive group benefits plan
• Strong focus on mental health support benefits
• Sick and Personal days
• RRSP matching program
• Life Insurance
• Access to Employee Share Scheme
• Maternity & Paternity benefits
• Referral program
• Rewards and Recognition program
• Training and Development Support
• Monthly Lunch and Learns
• Fitness & Wellness reimbursement
• An active social committee
• Organized Volunteer Events
• Game room, including a flight simulator!
• Active Inclusion & Diversity Committee