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Client Success Manager
2 months ago
Component Control stands as a premier provider of aviation compliance and health management solutions tailored for the global business aviation sector. With a strong reputation in the industry, Component Control is the exclusive recommended service provider for a majority of business aircraft manufacturers worldwide. Our offerings are delivered through a "SaaS plus" model, supporting over 20,000 aircraft on our maintenance tracking platform and more than 31,000 engines on our engine health monitoring platform. Furthermore, we provide shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers globally. Since our inception in 2001, we have expanded from a single location to over 1,300 employees across 13 locations worldwide.
Our strategic partnerships with business aircraft manufacturers, maintenance facilities, and parts suppliers uniquely position us to comprehend the current offline information flows within the business aviation industry, allowing us to identify and mitigate friction in the global market for aviation parts and services. We are committed to building a digital enterprise that will enhance the exchange of parts and services, delivering significant value to both Component Control and the broader aviation industry.
Job Summary:
The Client Success Manager will be responsible for enhancing the relationship between Component Control and our clientele. This role involves onsite evaluations of procedures and offering recommendations aimed at maximizing customer productivity and satisfaction.
Key Responsibilities:
- Manage accounts within the designated region, ensuring the needs of the local customer base are met. Serve as the primary contact for customers, aside from technical support issues.
- Deliver Implementation, Training, Membership, Sales, and Technical Support services to our customer base within the specified territory.
- Travel as necessary for sales promotions, training, implementation services, and other related activities, primarily within the designated area.
- Conduct focused and structured training sessions for Component Control customers, encompassing product implementation and training for both new and existing clients.
- Analyze existing client processes, identify areas for enhancement, and propose software and non-software solutions.
- Provide clients with documented training outcomes, including recommendations for future services.
- Collaborate with clients on project planning, ensuring project plans align with training and implementation objectives, while monitoring timelines and working with various management levels.
- Manage assigned implementation accounts, prioritizing tasks effectively.
- Create new training materials as necessary, including business process mapping to promote best practices in software usage.
- Travel, both domestically and internationally, as required to support customer and business needs.
- Maintain professionalism in all interactions with vendors, customers, and colleagues, ensuring a positive company image. Adhere to a "business casual" dress code.
- Document and track all sales, training, implementation, and technical support activities.
- Submit weekly reports detailing activities to the relevant manager.
- Other duties may be assigned as needed.
To excel in this role, candidates should demonstrate the following competencies:
- Problem Solving: Ability to identify and resolve issues promptly, analyze information skillfully, and develop alternative solutions.
- Technical Skills: Willingness to share expertise with others.
- Customer Service: Proficient in managing challenging customer situations and responding promptly to their needs.
- Communication: Capable of clear and persuasive speaking and writing, with strong listening skills.
- Teamwork: Balances individual and team responsibilities, welcoming feedback and contributing to a positive team spirit.
- Judgment: Demonstrates sound decision-making abilities and timely judgments.
- Professionalism: Approaches others tactfully and treats them with respect.
- Quality: Focuses on accuracy and thoroughness, seeking ways to enhance quality.
- Adaptability: Adjusts to changes in the work environment and modifies approaches as needed.
- Dependability: Follows instructions and completes tasks on time.
- Initiative: Takes independent actions and seeks help when necessary.
- Innovation: Approaches challenges resourcefully and generates suggestions for improvement.
Education and Experience:
A Bachelor's degree or equivalent from a four-year (or two-year) college/technical school, along with a minimum of five (5) years of relevant experience or training, or an equivalent combination of education and experience.
Language Skills:
Ability to read, analyze, and interpret business documents, professional journals, and technical procedures. Proficient in writing reports and business correspondence.
Reasoning Ability:
Ability to apply common sense to carry out instructions and address problems involving multiple variables.
Computer Skills:
Intermediate to advanced proficiency in Microsoft Office, including Outlook.
Other Qualifications:
Previous experience in outside sales is preferred.
Physical Demands:
The physical demands required to perform this job include regular sitting, using hands and fingers, and effective communication.
Work Environment:
The work environment is typically moderate in noise level, akin to a standard office setting, with extensive travel required.
Component Control is dedicated to fostering a diverse environment and is proud to be an equal opportunity employer. We value diversity and its contribution to a high-performance culture.
