Customer Success Manager - Flight Operations - Schedaero Job at World Fuel Services
At World Fuel Services, our employees are the key to our global success.We are industry leaders due to the innumerable talents of our approximately 5000- strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.
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Job Title: Customer Success Manager, Flight Operations
Reports to: Director of Customer Success, Flight Operations
Location: US, remote
About us
Avinode Group, owned by World Fuel Services, brings tech solutions to business aviation problems. We spotted a gap in the market and created a set of indispensable tools - the modern business aviation essentials.
Today, we operate a growing suite of applications that 7,000+ air charter professionals use to do their everyday work. We take our role in their businesses seriously and make a point of delivering consistently excellent customer service and unique, ever-improving products.
Avinode, is the world’s leading air charter sourcing platform for business aviation professionals to buy and sell charter online. Every year, Avinode processes around 8.0 million trip searches and 13 million trip requests.
Schedaero, is a flight operations platform that enables operators and flight departments to schedule, maintain and sell out private fleets with ease. Schedaero brings all charter sales activities and details together in one place.
Paynode, is our payment platform specifically designed to facilitate payments in the air charter industry. With Paynode, our members can send and receive payments with anyone, anywhere – all in one easy workflow allowing industry professionals to transact 24/7/365.
This level of sophistication doesn’t stop us from having fun, however. We “Noders” find it important to enjoy an open and friendly work atmosphere, where a bit of quirky humor is always welcome. With 100+ Noders spread between Sweden and the US, our flexible and collaborative culture empowers every single person to come forward with new ideas, to make mistakes and initiate dialogue. Avinode seeks candidates who thrive on exciting assignments and can collaboratively work alongside smart, humorous and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us every day to exceed expectations.
To know more about who we are and what we do, please visit our website avinodegroup.com
Customer Success Manager, Flight Operations
As a Customer Success Manager, you are our customer happiness hero, responsible for managing the relationships and driving value for all Schedaero accounts. You are responsible for ensuring that each member gets the optimal value out of our product.
What you will do
- You are a strategic advisor, leading the relationship and engagement of our customers, while driving value with product optimization and user adoption.
- You are responsible for managing the customer health in product utilization, looking at various business analytics and identifying further adoption opportunities of the Schedaero product.
- You identify customer churn risk and create recovery plans, working toward eliminating that risk.
- You continuously educate clients on industry trends, best practices and recommend relevant company products to help them achieve continued results to meet their business goals.
- You serve as primary contact for post go-live support and utilize tools such as intercom.
- Collaborate closely with Account Managers to support renewals and expansion opportunities.
- You communicate client needs internally, sharing process improvements, feedback, needs/issues to establish needed resources, and influence future roadmap enhancements.
- You develop and maintain expertise on the Schedaero product and have knowledge on all the Avinode Group products.
- You consistently log your activities & tasks and keep track of your cases in Avinode Group’s CRM system (Microsoft Dynamics).
Who you are
- You have a BA/BS degree.
- You have experience in business aviation or aviation related industry with 3+ years of B2B account management or CSM experience.
- You are fluent in crew scheduling and FAR regulations for 135 and 91 operators.
- You have an understanding of flight operations systems such as CAMP, eAPIS, Fuelerlinx, Flight bridge, TSA.
- You are detailed oriented and have a high level of accuracy.
- You are articulate and poised with a clear and concise spoken and written communication style.
- You take an active interest in opportunities to increase customer satisfaction and deepen customer relationships.
- You have a consistent track record of identifying customer needs and successfully implementing solutions.
- You are flexible, adaptive, and resilient.
- You have a passion for technology and for being a part of a fast-growing SaaS company.
- Able to role model core Avinode Group values.
- You are comfortable in working from home, but also value the in-person interaction with colleagues when getting together.
- Happy to work remotely within the conterminous United States adhering to Eastern Standard Time office hours.
- Pilot certification is a plus.
- Occasional domestic travel.
Why Avinode Group?
- We are revolutionizing an industry. We love being at the forefront of the market.
- We are a small company with a big footprint. You will be seen and be heard.
- You will be surrounded by Noders who love what they do in work and love what they do outside of work.
IND123
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