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Senior Customer Success Manager
2 months ago
About Volantio: Volantio provides a SaaS product designed to enhance Revenue Management (RM) for airline teams. We are committed to driving meaningful impacts for our clients through innovative solutions and exceptional customer support. Role Overview: The Senior Customer Success Manager (SCSM) at Volantio is a pivotal role focused on ensuring our airline customers achieve their RM goals using our product. The SCSM will build and maintain strong relationships, drive metric-based success, and provide tailored support to optimize product usage. Key Responsibilities: Customer Engagement and Relationship Building Build and maintain strong relationships with RM teams, product users, and key decision-makers Identify internal champions and develop strategies to convert non-enthusiasts into advocates Engage with indirect stakeholders, such as Marketing and Operations departments Subject Matter Expertise Immerse in customers' day-to-day operations to understand product usage and RM decision-making processes Provide tailored advice and best practices to optimize the use of Volantio's product Metric-Driven Success Management Establish shared goals with customers, setting baselines and KPIs for product performance Execute collaborative experiments and optimization efforts Regularly review and analyze performance data to identify areas of improvement Reporting and Communication Create monthly readouts for internal and external teams, celebrating wins and highlighting opportunities Maintain transparency and clear communication regarding customer requests and product updates Upsell and Product Advocacy Identify upsell opportunities aligned with customer goals Advocate for customer needs within Volantio, identifying product gaps and suggesting improvements Requirements: Fluency in English (required) Ability to travel to and work from customer locations Proven experience in a Customer Success organization Strong communication and relationship-building skills Expertise in RM practices and decision-making processes Ability to analyze data and derive actionable insights Benefits: Competitive salary package Unlimited PTO Opportunities for professional growth and development A dynamic and collaborative work environment The chance to make a significant impact on the success of our airline customers #J-18808-Ljbffr
