Customer Success Manager
2 weeks ago
Our Mission & Vision:
We connect the aviation industry through smart technology to make flight safer and more efficient, driving the future of aviation with intelligence and exceptional customer experiences.
Our Values & Excellence Mindset:We are customer obsessed, trust-driven, owners of our work, stronger together, constantly curious, and boldly innovative.
What You Will Experience In This Role:
We are looking for a Customer Success Manager (CSM) who understands the challenges and opportunities that our customers face and is excited to coach them to positive outcomes, with their CORRIDOR solutions Through close partnerships, superior guidance, and interdepartmental collaboration, CSMs partner with customers to help them define goals that align with Continuum’s capabilities to help them accomplish their objectives. CSMs engage with customers to drive adoption of our solutions and realize value by exploring their needs and guiding them through an action-based success plan. If you're a self-directed, collaborative, detail-oriented problem-solver... and able to become a trusted advocate and go-to resource for our clients, we want to meet you
Responsibilities:
- For assigned customers, establish clear customer retention and growth goals and work your customer points of contact and their executives to define and drive continuous improvement plans around the optimized use of their CORRIDOR software.
- Assist customers with configuring, training, and navigating their CORRIDOR software environment using recommended best practices with an understanding of the client’s business processes, so they get the most value from their CORRIDOR experience and their relationship with Continuum.
- Manage the backlog of client-specific issues, concerns and projects ensuring that status and progress are monitored and communicated to both the client and appropriate CAMP teams via regular status reports.
- Seek to promote the value of CORRIDOR and upsell services and products with brand image and promoting value through an excellent customer experience.
- Review customer support requests, complaints and concerns, other feedback, and customer telemetry to seek to improve all aspects of the customer experience with CORRIDOR.
- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value.
- Maintain an in-depth understanding of CORRIDOR products and our services, assist customers with questions and suggest the best products for their needs.
- Facilitating interdepartmental collaboration to expedite customer goal attainment.
- Develop and apply new processes to improve customer health, increase retention, and mitigate risks.
- Conducting regular customer business reviews to demonstrate the value of CORRIDOR software and to celebrate our customer’s successes.
- Programmatically capture customer needs and behaviors to fuel Continuum’s customer-obsessed decision making, product innovation, and continuous improvement.
- Other duties as assigned.
- Technical skills required, as they relate for the configuration of an ERP solution such as CORRIDOR in an enterprise work environment such as our customers.
- Accountability and strong organizational skills are essential.
- Ability to project manage, establish milestones and keep all Continuum and customer team members on task without creating a negative work environment internally and with the customers.
- Experience analyzing customer usage and support data to identify the high leverage items each customer company should be focused on to get the most value.
- Ability to maintain a high level of professionalism to represent CAMP positively with the client in all situations.
- Ability to understand and discuss technical aspects of CORRIDOR and the customers’ various custom software platforms to help the Continuum team resources to provide potential root cause of issues and enhancement requests.
- Must be able to manage difficult or emotional customer situations; responds promptly to customer needs; solicit internal and external customer feedback to improve service; respond to requests for service and assistance.
- Ability to speak and write clearly and persuasively in both positive or negative situations; listen and seek to understand; respond professionally to questions; and actively participate in meetings as assigned.
- Ability to represent CAMP in the best light with all employees of the client regardless of the situation or location.
- Able to assume ownership of issues/problems/projects and ensure they are being resolved in a timely manner regardless of which CAMP resource is assigned responsibility.
- Display a willingness and comfort to make decisions exhibiting sound and data-based judgments. Demonstrate accuracy, thoroughness and look for ways to improve and promote quality.
- Ability to operate independently with a high degree of productivity and reliability. Must have the ability to be on-call beyond normal business hours and on weekends in the rare case it is needed by the customer.
- Must contribute to building a productive teamwork environment with client and Continuum teams and build a positive team morale around group commitments to goals and objectives.
- Deep understanding of customers concerns and issues regarding the use of CORRIDOR, and the ability to troubleshoot and resolve as needed.
- Must have at least 5 years of direct experience with the deployment, implementation, training, and optimization of a cloud-based SaaS ERP solution.
- Experience with an aviation manufacturing or aviation maintenance business is required.
- Experience driving success with highly configurable ERP software such as CORRIDOR Aviation Service Software or similar aviation maintenance ERP solutions is a strong plus.
- Experience as a Customer Success Manager for a commercial ISV software supplier is a plus.
- Expert problem-solving and project management skills are needed.
- A track record of collaboratively working with diverse teams to foster relationships and achieve results.
- Ability to communicate optimally and succinctly with a discernment for the nuances of the aviation maintenance business and organizational structures. A comfort in navigating ambiguity within a range of varied customer organizations.
- Ability to lead multiple projects across a portfolio of customers.
- Basic knowledge of current IT networking standards, client/server software systems configurations, and web-cloud architectures is desired.
- Some travel is required for this position (
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