Be one of us!

Be our next Junior Customer Success Manager.

Junior Customer Success Manager

An ambitious starter who’s a spider in the web and all about implementation, change management and relationships with the client(s) and partners. Important is a “can do” mentality driven to realize success for both customers and AirFi.

Purpose of the role

It’s all about the customer! How can we serve them best during all stages of the customer lifecycle. This requires maintaining relationships both internally and externally.

As a junior Customer Success Manager, you are the backbone to support our Customer Success organization.

For our existing customer base, you’ll be responsible for the first line of support and work closely with the team of Customer Success Managers. You will work with highly-skilled colleagues and partners, both local and remote, who are passionate and driven about their profession, including developers, architects, testers and product owners. You will liaison with different departments of our organization.

After the sales team onboard a new customer, your magic begins by assisting the customer success team to deliver the project with a successful go-live. Your role is to ensure customer satisfaction and continued engagement.

The position is Reporting to

The Junior Customer Success Manager will be working together with a local Customer Success Manager in Singapore and you are functionally reporting to the Team Manager Customer Success.

Responsibilities

Support the customer with daily operations, new requirements and changes
Management of the delivery of customer requests
Signal role related to cross-platform issues
Define, document and analyze customer requirements
Assist the Customer Success Manager with Change projects
Conduct sessions with the Development team to ensure the requirements for implementation are understood
Prepare supporting documents for changes, if any; and tasks for the Dev team
to execute project implementation

Project Delivery Management with the client and internal team to ensure that the project is on track and highlight possible risks
Liaison with internal Logistics team, Content team, if needed
Support client’s IT/Logistics/Ground handling team to help define their Operational processes
Assist with problem-solving both remotely and on location
Ensure client is satisfied with our product(s), and signal for possible opportunities to cross-sell / upsell
Increase Customer Lifetime Value and reduce churn
Business Development activities
Technical problem solving

What are we looking for:

Education Qualification & Competencies

Bachelor Degree (starter)
Analytical, Cognitive and Logical thinking
Good communicative skills
Structured and Process-oriented working style
Experience with data analysis (Excel / Pivot tables)
Fluent in English and Chinese, verbal and written

Soft Skills

An eye for detail, have self-driven enthusiasm and a persuasive personality where you are not afraid to speak up to achieve your goals
Result-driven and action-oriented
Ability to rationalize in critical situations
Problem solver and creative thinker
Understanding and being able to deal with cultural differences between co-workers, clients and partners.

Bonus points for :

Project management skills
Experience with databases
Good knowledge of (Agile) project management
Good experience of JIRA
Affinity with technology (front end / Back end / Hardware)

What is AirFi Team Like

We are a bunch of fun-loving, dedicated and stealthy Aviation Geeks! We are a mix of different backgrounds and work with international counterparts everyday. Be it the amazing technology that we work with, the challenges we live up to, or the great products that we create, we never forget to have fun at work. We are a proud team and only aim to improve and innovate our products each day.

You may also apply at https://bit.ly/2KpWQqI. We look forward to receiving your application!