In addition to our diverse workplace and inclusive culture, we offer:
Flexible schedules with remote options
Health insurance, including vision and dental options
PTO, holidays, and sick time
Paid parental leave
Short-term and long-term disability
Paid life insurance
401k retirement plan
4 Year Degree
2 openings available.
Telecommuting is allowed.
We are looking for a Customer Success Manager to join the Veoci Aviation team and to create trusting long-term relationships with Veoci customers. The Customer Success Manager’s role is to oversee a portfolio of assigned customers and become a trusted advisor, gather information to continue to evolve platform offering and develop new business from existing clients.
Responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders, continuously improving the clients’ successful use of the system while evolving our offering. The Customer Success Manager also answers client queries and in this role, you will liaise with cross-functional internal teams, including sales and solutions, to improve the entire customer experience.
Ultimately, a successful Customer Success Manager should collaborate with our marketing sales and solutions teams to achieve quotas while keeping our clients satisfied and engaged with our platform and solutions in the long run.
Responsibilities • Serve as the lead point of contact for all customer account management matters: o Build and maintain strong, long-lasting client relationships. o Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors to keep Veoci top of mind o Ensure that customers are aware of products/solutions o Understand the changing and evolving needs of our clients o Stay relevant with the industry vertical o Mediate any questions and issues customers may encounter • Ensure the timely and successful delivery of our solutions according to customer needs and objectives: o Assist with development of client implementation plans o Understand and articulate client solution needs o Drive successful implementations of client solution packages including meeting project timelines and ensuring scope delivery • Build community: Manage User Group, highlight exceptional clients and invite them to showcase on User Group calls and webinars. May be asked to attend and plan conferences and identify and create “happy” Veoci clients as referrals. Travel may be offered but is not required. • Manage Renewals: Veoci’s goal is to exceed client expectations, expand their vision, grow the business, and build long-term customers through the renewals process. o Check usage, activity, named licenses and remaining professional service hours o Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders o Assist with and escalate challenging client requests when needed o Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts). Understand and recommend improvements on account status reports for decision making • Develop new business with existing clients and/or identify areas of improvement. CSM must understand the industry with which they are working, especially the day to day challenges and pain points of the customers and prospects and offer the best solutions. o Negotiate contracts, and close agreements to maximize profits • Understanding the need of our customer, the Client Success Manager will collaborate with Sales, Marketing and Solutions to work towards the development/evolution of current and existing products
Required Skills • BA/BS degree in Business Administration, Marketing, Communications, or relevant Aviation field • Solid proven experience working with Aviation regulations and mandatory compliance reporting. • 3-5 years of proven work experience within the Aviation Industry that includes customer service. • Understanding of and ability to read and decipher technical documents such as FARs, TSRs, flowcharts and maps.
Preferred Skills • 3-5 years of solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel) • Preference will be made to a candidate that has experience using Veoci. • Preference will be made to candidates with prior Airport Operator experience • Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level • Experience delivering client-focused solutions to customer needs • Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail • Excellent negotiation and presentation abilities • Strong verbal and written communication skills
Who We Are
Veoci is the leader in collaboration, continuity, and response software. Through rapid development, depth of knowledge, innovative thinking, and commitment to diversity, we help save time, money, and lives.
Having worked side-by-side for over 20 years, the founders prioritize support and community, and have built Veoci around those principles. We are innovators who realize that the best way we can help ensure organizational resilience and successful crisis management is to create software that everyone can use.
What We Do
Veoci is a platform designed for developing applications, from simple approval forms, to coordinated response plans, to highly complex continuity management programs –anything is possible with Veoci.
Veoci is made by a team of pioneers, tracing our roots to the very beginnings of the no-code transformation. We offer the most straightforward, easy to use platform for you and your teams, and we know what it takes to ensure your applications never stop running.
What We Stand for
Diversity: Open-mindedness and respect for each other is our core value.
Customer focus: We built Veoci for real people doing real jobs. We listen to the people... who use Veoci in the workplace and in the field. We implement what we learn so that Veoci works not just in theory, but in practice.
Innovation: To help those who help others, we are always learning new ways to provide the most advanced and useful capabilities. We know we can always do better.
Community: Our goal is to be an integral part of the communities we serve, and to help create new communities through openness and sharing. Getting the job done right takes a village.