Customer Success Manager EMEA & APAC

Your Job

We are growing our Customer Success team and looking for a Customer Success Manager with a strong aviation background. As a Customer Success Manager you will be working on:

• Building a deep understanding of customer / user (airport, airline, ground handler) operations in order to define use cases / concepts of operations that describe how Assaia's product suite will be used and how it adds value.
• Making sure that the customer receives a system fully set up for its intended use cases.
• Making sure that users fully bring Assaia's products into their daily work routine and Standard Operating Procedures in order to get better business results.
• Advising customers on ways to further make their operations better and suggesting extra chances.
• Creating / finding chances to sell more to existing customers.
• Giving input to the product development organization based on feedback from customer work.
• Supporting the sales team during pre-sales campaigns and making sure potential customers understand how to use our solutions and the value it can create for them.
• Supporting the sales team with detailed knowledge and understanding of the use and results of our products and services.

Ultimately, the customer success team’s goals are to create:

• References: Happy customers who are willing to share or let us share stories about what we achieved together.
• Retention: Happy customers who do not stop working with us and stay with us after the initial contract time is over.
• Revenue: Extra income (either an increase in scope or scale) as a result of creating success for the customer (proving the value).

Responsibilities

• Help the sales team during the pre-sales stage by sharing recommended approaches, key use cases, and results that were achieved.
• Help the sales team with pre-sales workshops to map out use cases, the needed scope, and features.
• Help the delivery team during setup with workshops to define product configuration.
• Get the customer organization ready for product setup and new ways of working.
• Manage and carry out user training & onboarding.
• Design adoption plans and manage their successful execution together with customers.
• Create and keep up a process for tracking use and finding problems with adoption.
• Make it easier to share recommended approaches between customers to drive more value creation.
• Create reports, dashboards, and analyses to drive value creation from the data we generate.
• Look closely at and report on the effect we are creating for our customers.
• Together with the sales team, stay in close contact with users and the customer organization even when there is no immediate need to do so.
• Act as the voice of the customer internally.

Requirements

• Deep experience in the aviation sector, preferably from a ground operations / APOC / OCC point of view to better relate to the customer organization and processes.
• Must work alone and actively in a remote setting.
• Strong analytical skill set.
• Self-confident and enjoys working with customers.
• Likeable and very understanding of others' feelings.
• Knows how to deal with people from different cultural and professional backgrounds.
• Ability and willingness for a lot of international travel.
• Must be able to work in the European Union.
• A very good command of German and English is a must; any other language skills are a bonus.

Why Assaia

Assaia is a unique place where you can work on an advanced and creative product for an exciting and important industry. You will be working in a varied international team of smart people who can learn a lot from each other—all this without leaving your home—or sunbed, if you wish! Your input will be valuable, and we actively ask everyone to share their thoughts and ideas to help guide the company’s development direction. Additionally, we offer:

• A flat structure and almost zero red tape.
• Taking part in making important choices; your ideas will be heard and used.
• Always remote work and a flexible schedule.
• Agile processes.
• Paid vacation, paid sick days.
• Paid relevant courses/online education/English courses.
• Great company culture based on honesty and mutual respect.
• Live team events.

We are a team of 95 now. We look forward to growing it with you!

About us

Assaia International AG gives AI-based software solutions for global airports and airlines. We were started in February 2018 in Switzerland, with main offices in Zurich and New York, and we have a fast-growing team across Europe and North America.

Assaia offers AI-based computer-vision solutions that watch and look closely at aircraft turnaround processes from video feeds. Assaia’s solutions help airports and airlines make on-time performance, efficiency, safety, and sustainability numbers better, helping them get their passengers to their destinations on time. We work with aviation companies across the world including New York JFKIAT, Toronto Pearson, United Airlines, British Airways, London Heathrow, and more. See details and demonstrations on our website and Linkedin!