Customer Success Manager

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Are you passionate about Aviation Asset Management and Financing? Would you like to contribute in delivering Digital Solutions to manage aviation assets? Do you enjoy Product Management and wish to pursue a rewarding future in this domain?

Acumen is looking for a Customer Success Manager for the Digital Business (Software Products and Services) vertical. The Digital Business vertical is a 6 years old sub-start up business vertical with a team of Product Developers, Engineers, QA and Customer Support team members. This business vertical is in its growth phase and has ambitious plans for expansion, product innovation and enterprise clientele in Aviation industry. In line with our ambitions, we are looking for Customer Success Manager who shares the same passion for delivering innovative products, ensure adequate support to customers and contribute to the success of our customers as well as the business vertical.

Your Mission:

As a Customer Success Manager within the Digital Business Vertical at Acumen, you will be a pivotal figure driving customer success and product management initiatives. Reporting to the Manager, you will lead engagements with customers, gather and document their requirements, collaborate with development teams to propose solutions, and oversee solution deployment. This role necessitates a blend of technical proficiency, project management acumen, and a customer-centric approach to ensure seamless delivery of digital solutions.

Key Responsibilities:

• Act as the primary liaison between customers and the Digital team, advocating for customer needs and fostering strong relationships to drive business growth opportunities.
• Develop comprehensive Business and Product Requirement Documents (B/PRDs) in collaboration with customers and internal stakeholders.
• Utilize consultative selling methods to understand customer needs and provide product advisory support to both the sales team and product development teams.
• Identify and capitalize on upsell opportunities within the customer portfolio, collaborating closely with Portfolio, Marketing, and Sales teams.
• Lead the deployment phase of solutions, utilizing strong program management skills to define deployment plans, coordinate cross-functional teams, and ensure timely delivery within budget and quality parameters.
• Develop and manage customized end-to-end implementation roadmaps for each customer, ensuring alignment with contractual commitments and driving acceptance of digital solutions.
• Facilitate customer onboarding onto digital platforms through workshops and immersion sessions, ensuring seamless adoption and user engagement.
• Assess customer requirements in RFP/RFI processes and provide consultative guidance to the Sales Team to craft compelling responses.
• Own the product development and deployment processes, collaborating with internal and external stakeholders to ensure alignment with expectations and standards.
• Draft and review Statement of Work (SOW) contracts, ensuring feasibility, cost-effectiveness, and adherence to acceptance criteria.
• Establish and manage service level agreements (SLAs) and other key performance indicators (KPIs), proactively addressing customer issues and managing remedies.
• Anticipate and mitigate risks/issues that may impact contract execution, maintaining a customer heat map for effective monitoring.

Skills and Competencies:

• Minimum 3-5 years' experience in a customer success role.
• Professionals with hands-on experience in digital products (SaaS). Experience in domains such as aircraft leasing, financing, records management, predictive maintenance, forecasting, valuations, or project management will be an added advantage.
• Proficiency in IT and data analytics or a strong interest in these domains.
• Strong program management skills with the ability to foster relationships internally to ensure contractual commitments, customer satisfaction, and revenue targets.
• Proactive with excellent organizational skills.
• Effective team player with the ability to collaborate in cross-functional and remote teams.
• Curiosity and openness to change and continuous improvement.
• Advanced level of proficiency in English (written and spoken).

Above all, your enthusiasm, curiosity, and dedication to enhancing the aviation ecosystem through digital technology solutions and a customer-centric approach will be key drivers of success in this role.

Acumen is an Aviation Asset Management company who has successfully combined technical heritage, wealth of in-depth sector knowledge and fundamental understanding of the asset class with the latest in state of the art technological advancements, ensuring our clients stay ahead of the pack. To know more, please visit https://acumen.aero .

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