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Customer Success Manager

4 months 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 logistical 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.

About you

We are looking for a Customer Success Manager to report directly to the Customer Success Lead. This role will have no direct reports and will be based in the Stockport office with a hybrid working model.

Summary of Role

As a Customer Success Manager at AeroCloud, you'll be pivotal in ensuring our customers success with our cutting-edge airport technology solutions. You'll act as the primary liaison between AeroCloud and our customers, providing expert guidance, support, and training to help them maximize the value of our products. Your responsibilities will include supporting the onboarding of new clients, understanding their unique needs, monitoring their progress, and proactively addressing any issues to ensure their satisfaction and retention. You'll collaborate closely with our sales, product, and support teams to deliver a seamless and exceptional customer experience, driving customer loyalty and long-term success.

Ownership and Impact

  • Become an expert on AeroCloud’s suite of products and how they can be used to solve industry and customer problems.
  • Manage the full customer lifecycle including onboarding, adoption, expansion opportunities and renewals for a portfolio of customers across EMEA and North America
  • Work closely with customers to define, monitor and report success metrics through success playbooks, and business reviews and other initiatives
  • Work proactively to increase product adoption and create growth opportunities through upsell, customer referrals and new case studies.
  • Work cross functionally with implementation, commercial, support, product and marketing teams to create positive customer outcomes, acting as the single point of contact and voice of the customer internally at AeroCloud
  • Utilise playbooks to improve customer health, increase retention and mitigate risk
  • Work with the Customer Success Lead to constantly improve processes and resources including training, playbooks and customer facing document

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

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, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles.

AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.

Requirements

What are we looking for?

  • 2 - 4 years experience working as Customer Success Manager, ideally at an early stage startup
  • Driven and proactive by nature preferably with experience of managing enterprise and strategic level customers
  • A growth mindset and driven by solving complex customer problems.
  • Experience of managing and constantly achieving commercial targets through expansion opportunities and renewals
  • Experience of working with complex, multi-geographical customers
  • Excellent communication and presentation skills, both verbally and written
  • Committed to constantly improving the customer experience and communicating areas for improvement at AeroCloud
  • A relationship builder with experience in building strong relationships with C-level executives and other key stakeholders
  • Experience working cross functionally with internal teams (commercial, product, support, marketing)
  • A willingness to travel internationally when required to meet with customers face to face
  • The ability to speak a second language (French, Spanish, German or other European languages) would be desirable

Benefits

What's in it for you

  • Competitive salary
  • Flexible working environment
  • 25 days annual leave + statutory holidays
  • Take your birthday off work on us as well
  • Access to our Employee Assistance Program
  • Extensive upskilling and training
  • Company pension scheme
  • Access to employee perks and discounts