As a Customer Success Manager (CSM), you will play a pivotal role in ensuring our customers achieve their desired outcomes and derive maximum value from our products.

You will serve as the primary point of contact for our customers, building strong relationships, understanding their needs, and guiding them through their journey with Swoop Aero. By proactively engaging with customers, resolving issues, and identifying opportunities for growth, you will contribute to customer satisfaction, retention, and advocacy.

Key Responsibilities

Customer Onboarding

● Lead the onboarding process for new customers, ensuring a smooth

transition and comprehensive understanding of our products or services.

● Provide training sessions and educational resources to empower

customers to effectively utilise our offerings.

Relationship Management

● Develop and nurture strong relationships with key stakeholders within

customer organisations, including executives, managers, and end-users.

● Act as the primary point of contact for customer inquiries, concerns, and

escalations, providing timely and effective resolution.

● Manage Customer Service Agreements to ensure delivery of services in

line with agreement

Customer Success Planning

● Collaborate with customers to develop success plans tailored to their

unique goals and objectives.

● Regularly review and update success plans to align with evolving customer needs and business priorities.

Performance Monitoring and Analysis

● Monitor customer usage metrics, engagement levels, and satisfaction

scores to identify trends and opportunities for improvement.

● Analyse data to proactively address potential issues and drive strategic

decision-making.

Cross-Selling and Upselling

● Identify opportunities for expansion within existing accounts and

collaborate with sales teams to drive upsell and cross-sell opportunities.

● Advocate for additional products or services that align with customer

needs and objectives.

Customer Advocacy and Feedback

● Serve as a voice of the customer within the organisation, providing

valuable insights and feedback to inform product development, marketing

strategies, and service enhancements.

● Encourage and facilitate customer advocacy through testimonials, case

studies, and referrals.

Qualifications

● Bachelor's degree in Aviation, Engineering, or a related field.

● Proven experience in customer success, account management, or a related role within a B2B environment.

● Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse stakeholders.

● Strong problem-solving abilities and a customer-centric mindset.

● Proficiency in Atlassian software (Jira, Confluence)

● Experience working in a fast-paced, dynamic environment with the ability to prioritise and manage multiple tasks simultaneously.

● A passion for driving customer success and a commitment to delivering

exceptional service.

Benefits

● Competitive salary and performance-based incentives.

● Flexible work arrangements, including remote work options.

● A vibrant company culture with a focus on collaboration, innovation, and work-life balance.