Customer Success Manager

This position, with a leading provider of software solutions to global commercial airlines, will own the commercial and strategic relationship with the customer and is responsible for the overall success of assigned customer accounts

Key Responsibilities

• Oversee the customer engagement journey, ensuring that the relationship remains healthy and that the customer’s business objectives align with the company solutions.
• Your role is to deliver expected results and establish lasting value.
• Act as a reliable advisor to both clients and colleagues, offering strategic insights and fostering cooperation across departments.
• Champion the customer plans internally, while developing a sense of ownership throughout the team.
• Own all commercial interactions with clients including commercial negotiations and project details.
• Create, updating, and implement account plans, tracking overall status, and recording critical projects, initiatives, and opportunities.
• Provide guidance on all current and potential sources of revenue.
• Manage the lifecycle of commercial proposals, from concept and planning to execution.
• Promote new features to increase revenue, concentrating on existing products.
• Take responsibility for ensuring that customer transaction volumes meet agreed plans

Required experience

10 years experience in customer relationship management within a large enterprise software industry environment, with an airline/aviation industry focusProven influencing and negotiation skills with ability to effectively manage and support customers through to realisation of expected outcomes.

Experience understanding customer goals and gathering insights to anticipate needs and manage expectations.

Ability to confidently communicate and present to senior executives and C-suite executives.

Solid commercial judgement and a clear grasp of the drivers behind recurring revenue models.

Experience successfully building account plans that promoting long-term retention and value.

Strong knowledge of airline operational challenges and growth opportunities.

Customer-focused approach and proactive attitude.

Creative, energetic leadership style that promotes teamwork and collaboration.

Mature, adaptable leadership capable of managing complexity and fostering teamwork