Customer Success Manager

Job Description

Job Description

Customer Success Manager

Why We Need You The Mission & Our Vision Veryon is a leading software and technology company that exists to enable aviation teams around the world to improve efficiency and safety.

Our products maximize uptime for aircraft maintenance teams through our customer driven innovation and world class customer service.

Veryon has more than 7,500 customers in 137 countries, we service general and business aviation, military / defense, commercial aviation, and OEM industries.

Our core values drive us, in business, internally, and in our everyday lives.

We’re looking for a Customer Success Manager to join our team at Veryon! As a Customer Success Manager, you will be responsible for owning the relationship for all accounts within your region, identifying opportunities for increased system implementation and in general ensuring customer satisfaction and retention.

You will work across our organization with marketing, sales, finance, product, and engineering - to make certain that all company efforts are properly tailored to meet customer needs and expectations.

Note : The role requires travel to customer sites 30-40% of the time

What You’ll Accomplish - Your Performance Objectives Objective 1 : Within your first 30 days, you’ll develop a deep understanding of the aviation maintenance issues that matter most to our customers and how Veryon’s suite of products can help solve them.

• Gain an understanding of Veryon’s internal processes and how we serve our customers, and measure customer retention.
• Spend time within various company departments to expedite education of the Tracking product as well as our internal process for customer information management.
• Develop and execute an outreach plan to all customers for introductions, potential issue identification, and surfacing any opportunities for increased system usage.
• Start engaging customers and building rapport as their go to resource at Veryon.

Objective 2 : Within your first 3 months, you’ll become a subject matter expert (SME) in the Veryon Tracking system, with the ability to train customers 1 : 1, in person and on-site.

• Demonstrate a strong knowledge of all Veryon products, integration partners, market segments best served, and competitor offerings.
• Develop a deep understanding of your customers, their account health and any opportunities for strategic growth, and increased customer retention.
• Begin to meaningfully contribute to sales presentations as an industry and platform technical expert.
• Be able to conduct effective goal setting, Business Reviews, and executive level conversations with your customers.

Objective 3 : Over the next 12 months, you’ll become the voice of the Tracking customer to all internal stakeholders.

• Generate and implement ideas for process and product improvement. Successfully liaise between all company departments to ensure account health and system utilization is increasing.
• Identify opportunities for product upsell or cross-sell.
• Take active role in system implementation and product adoption for all new customers.
• Manage all renewal activities and metrics, utilizing the CRM and other tools, with a focus on improving retention, and reducing churn.
• Serve as primary point of contact for customer escalations and / or issues.

Who We’re Looking For The Personal Competencies That Matter Flexibility : This position requires flexibility in working hours, including occasional evenings and / or weekends to meet business demands.

Gets Stuff Done / Accountable : You are comfortable rolling up your sleeves and delivering on a short timeline with limited resources.

You are comfortable thinking strategically, but also enjoy the process of doing the work yourself, and you take pride in the successes you have delivered in past roles.

You own your work, start to finish, but are not afraid to ask for help if needed.

Influencing and relationship building : You know you cannot do it yourself. You have the communication skills and emotional intelligence to quickly establish credibility with and gain the trust and respect of everyone in the organization.

You must be able to balance asking the right questions with ensuring the deliverables of peers are not impacted.

Proactive : You have no problem planning the work, working the plan, and proactively communicating your progress along the way.

You anticipate risks and issues that will arise and mostly mitigate them independently.

Kind, humble, and fun : We want you to be a person we enjoy collaborating with, spending time with, and investing in. You may be this person if you already invest heavily in those you work with, and if you consistently receive feedback that you are a great colleague and teammate.

A great sign is if people go out of their way to work with you, no matter the situation.

How We Work The Core Values That We Live By Fueled By Customers : We work hard so our customers can get more uptime. A customer-centered approach is on the forefront of our minds.

We’re big on transparent communication with our customers, and we celebrate their wins internally because we love the positive impact we’re making on their lives.

Win Together : We focus on the we and not the me . Collaboration is key, we value diverse backgrounds and skill sets. Our mission is to win as a team, we think everyone plays an integral part in our success.

Make it Happen : When we make a commitment, we get it done. We take a proactive approach, we commit, we adapt to evolving landscapes and problems, we tackle problems at every difficulty level.

Innovate to Elevate : We set the standard in aviation by embracing and advancing cutting edge technology. We take a fail-forward approach using everything as a learning experience.

We encourage creativity and experimentation within our teams. This helps us set the bar high and provide world class expertise in aviation.

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