Customer Success Manager – SAAS for airline / travel / entertainment
NetSysCon is responsible to identify key leadership roles for our client which is a global tech start-up backed by strategic investors around the world.
They have partnered with major airlines and entertainment brands such as Disney Theatrical Group, Qantas, Iberia, Alaska, Malaysia Airlines, Vistara, IndiGo, Volaris, and others. Their platform offers innovative tools to drive revenue, operational efficiency, and digital shopping conversion.
Job Profile:
– The Customer Success Manager will be a global evangelist for the platform and ensure all customers understand the value that the platform offers.
– You will be the primary point of contact to ensure customers implement and derive maximum value from the platform.
– Owning every aspect of the lifecycle of a customer ; working with them through implementation, launch, ongoing account support, and working with the Director of Customer Success to eventually grow the relationship.
– Building strong relationships with our customers and influencing key decision makers to adopt our best – practices.
– Understanding the specific goals of our individual customers, and how our platform can help them achieve those goals.
– Collaborating with the engineering team to communicate the critical priorities of our customers, and to relay back appropriate timelines for completion.
– Maintaining regular communications (usually weekly) with customers, providing them with success metrics, gathering feedback for product enhancements, and understanding any of their concerns.
– Managing the majority of written and verbal communication with our customers, both when things are going well and when they aren’t.
– Performing detailed analysis to drive actionable insights for our customers.
– Keeping track of potential risks with our individual customers, developing mitigation strategies, and taking ownership of the outcome.
– Available to work at hours suitable to our customers in a broad range of time zones
– Travel will be required. We estimate 1-2 weeks international travel per month.
Requirements:
A demonstrated track record of success as a Customer Success Manager, ideally with an early stage SaaS company working with a smaller group of clients and large deal sizes
Strong written and verbal skills, comfort navigating uncomfortable situations, and exceptional “diplomacy” skills and emotional intelligence
An advanced level of Excel knowledge (experience in QuickSight, think-cell and SQL are a plus)
Familiarity with (or a strong interest in) the airline / travel / entertainment industries is desirable
English fluency, fluency in Spanish and/or Portuguese not required but a plus