Head of Customer Success Americas

Permanent employee, Full-time · USA (remote), Canada (remote)

Your job

We are looking for a Head of Customer Success Americas with a strong operational aviation background. You will be working on:

Building a deep understanding of customer/user (airport, airline, ground handler) operations to define use cases/concepts of operations that describe how Assaia's product suite will be used and how it adds value.
Ensuring that the customer receives a system fully configured towards its intended use cases.
Ensuring that users fully integrate Assaia's products into their daily work routine and Standard Operating Procedures to achieve superior business outcomes.
Consulting customers on ways to further improve their operations and suggest additional opportunities.
Creating/identifying upsell opportunities.
Providing input into product development organization based on feedback from customer engagements
Supporting the sales team during pre-sales campaigns and ensure prospective customers understand how to use our solutions and the value they can generate for them.
Supporting the sales team with detailed knowledge and understanding of usage and results of our products and services.

Ultimately, the customer success team’s objectives are to create:

References: happy customers who are willing to share or allow us to share stories about what we jointly achieved.
Retention: happy customers who do not stop working with us and stay with us after the initial contract duration is over.
Revenue: unlock further revenue potential by proving customer value and identifying new growth opportunities.

Responsibilities

Assist sales team during the pre-sales stage with sharing best practices, key use cases, and achieved results.
Assist sales team with pre-sales workshops to map out use cases, required scope, and features.
Assist delivery team during implementation with workshops to define product configuration.
Prepare customer organization for product implementation and new ways of working.
Manage and execute user training & onboarding.
Design adoption strategies and manage successful execution together with customers.
Create and maintain a process for usage tracking and identification of problems with adoption.
Facilitate sharing of best practices between customers to drive further value creation.
Create reports, dashboards, and analyses to drive value creation from the data we generate.
Analyse and report on the impact that we are creating for our customers.
Together with the sales team, stay in close contact with users and customer organization even in times when there is no immediate requirement to do so.
Serve as the voice of the customer internally.

Requirements

In-depth experience in the aviation sector, preferably, from a ground operations / APOC / OCC perspective to better relate to the customer organization and processes.
Must work independently and proactively in a remote setting.
Strong analytical skill set.
Self-confident and loves to engage with customers.
Likeable and highly empathetic.
Knows how to deal with people from different cultural and professional backgrounds.
Ability and willingness for extensive international travel.
Must be able to work in the US or Canada.
Very good command of English is a must, any other language skills are a bonus.

Why Assaia

Assaia is a unique place where you can work on a technically advanced and innovative product for an exciting and important industry. You will be working in a diverse international team of smart people who can learn a lot from each other – all this without leaving your home – or sunbed, if you wish!
Your input will be valuable and we actively ask everyone to share their thoughts and ideas to help steer the direction of the company’s development. Additionally, we offer:

A flat hierarchy and close to zero bureaucracy.
Participation in making important decisions, your ideas will be heard and implemented.
Always remote work and a flexible schedule.
Agile processes.
Paid vacation, paid sick leave.
Paid relevant courses/online education/English courses.
Great company culture based on honesty and mutual respect.
Live team events.

We are a team of 95 now. We are looking forward to expanding it with you!

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About us

Assaia International AG provides AI-based software solutions for global airports and airlines. We were founded in February 2018 in Switzerland, headquartered in Zurich and New York and we have a fast-growing team located across Europe and North America.

Assaia offers AI-based computer-vision solutions that monitor and analyse aircraft turnaround processes from video streams. Assaia’s solutions help airports and airlines improve on-time performance, efficiency, safety, and sustainability metrics, helping them get their passengers to their destinations on time. We work with aviation companies across the world including New York JFKIAT, Toronto Pearson, United Airlines, British Airways, London Heathrow and more. See details and demos on our website and Linkedin!

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We are looking forward to hearing from you!

Thank you for your interest in Assaia. Please fill out the following form. Should you have difficulties with the upload of your data, please send an email to hr@assaia.com.