Head of Customer Success

2 weeks ago

Manchester, United Kingdom AeroCloud Systems Full time

AeroCloud creates modular and scalable intelligent airport management software built on leading-edge technology. Our cloud-native platform uses predictive artificial intelligence and machine learning. Together with our common-use passenger processing and self-service solutions, we deliver an innovative answer to the complex operational challenges experienced by airports across the globe.

AeroCloud’s Intelligent Airport Management System (iAMS) and Flight Management System reduce manual inputs and centralise data, making it available to all members of airport stakeholder groups. Inspection, Lease and Asset Management systems support on-site logístical planning. In addition, Common-Use Passenger Processing and Self-Service solutions and our Mobile Bag Drop app help airports efficiently manage the ups and downs in daily passenger numbers.

Our platform is 100% cloud-native, and users can access it anywhere, anytime, and on any device. We configure all modules within the Cloud and deliver remote updates quickly and easily; users can access AeroCloud’s software via a web interface, removing the need to access a local network. Airports can depend on our cloud-hosted platform’s security, fast processing speeds and scalability.

**Requirements**:
About you

We are looking for a Head of Customer Success to join our Commercial function who will report directly to the Chief Operating Officer. This role will have multiple direct reports within a multi layer team structure and will be based in the AeroCloud North England Office (Macclesfield), with hybrid working available.

Summary of Role

The Head of Customer Success will be joining AeroCloud at a time of hyper growth and with the remit of creating and building a customer success function that operates across the AeroCloud global markets. Working closely with the COO on developing customer care strategies, driving upsell opportunities, customer satisfaction strategies, customer renewals and reward structures for the customer success teams.

Ownership and Impact
- Strategic lead across all AeroCloud customers globally, working with Customer Success Managers and Customers Success Officers, helping them to identify risk and growth opportunities and then to mitigate and capitaliseEnsuring the Customer Success Team are ready and equipped to provide a world class customer onboarding experience including AroCloud onboarding and training
- Ownership of customer success metrics including a customer NPS, feedback loops and action planning
- Ownership of client upsell targets for the Customer Success function
- Ownership of customer retention targets for the Customer Success function
- Working with the COO to implement and manage the customer success reward structure and metrics
- Ownership of the development and execution of the Customer Success Strategy
- Be responsible for the metrics and results of the team, tracking and reporting this to the COO
- To recruit and hire Customer Success Managers to support US, EU, MENA and APAC
- Develop, retain and build the Customer Success department
- Serve as a coach and leader, developing your teams skills and helping with career aspirations
- Identifying areas for success, innovation, improvement and experimentation
- To learn and be an AeroCloud product champion
- Manage contract renewals along with the COO and inhouse legal team
- Working collaboratively with the People team, ensuring that the Customer Success team are trained and that new starters ramp up within the targeted ROI time

The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs.

What are we looking for?

You will have proven experience within customer success or senior account management with a minimum of 5 years management and leadership experience within the technology, airport operations or aviation sector. Highly developed operational skills, strong leadership experience, a proactive approach, driving continuous improvement, leading customer success initiatives and putting in place best practices. You will have a track record of driving strategic customer upsell and retention.

We are looking for someone who is technically minded, can pick up and discuss new product development ideas and constructively engage with product leaders and customer technical leadership. You will work closely across departments within AeroCloud and have excellent stakeholder management skills.

Previous record of growing and developing successful customer success teams is essential for this role. Prior experience of working in a SaaS business and/or managing customer accounts across multiple geographies is also required.

Our ethos

AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact. Our vision is to have a diverse, equa

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