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Customer Success Manager

hace 3 meses

Mexico City Volantio A tiempo completo

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 Customer Success Manager (CSM) at Volantio is a pivotal role focused on ensuring our airline customers achieve their RM goals using our product. The CSM will build and maintain strong relationships, drive metric-based success, and provide tailored support to optimize product usage.

Key Responsibilities:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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 Spanish and English (required)
  • Proven experience in a Customer Success organization
  • Ability to travel internationally up to 25%
  • 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