Roles & Responsibilities :

What you will be doing :

- You will be the primary point person to ensure that Volantio's customers :

- Have implemented Volantio's platform as quickly as possible

- Are driving the maximum possible value from the platform

- Understand the value that they are driving

- Love Volantio to the point of being global evangelists for our platform

- Owning every aspect of the lifecycle of a customer - working with them through implementation, launch, ongoing account support, and working with the Director of Customer Success to eventually grow the relationship.

- Building strong relationships with our customers and influencing key decision makers to adopt our best practices.

- Understanding the specific goals of our individual customers, and how our platform can help them achieve those goals.

- Collaborating with Volantio's engineering team to communicate the critical priorities of our customers, and to relay back appropriate timelines for completion.

- Maintaining regular communications (usually weekly) with customers, providing them with success metrics, gathering feedback for product enhancements, and understanding any of their concerns.

- Managing the majority of written and verbal communication with our customers, both when things are going well and when they are not.

- Performing detailed analysis to drive actionable insights for our customers.

- Keeping track of potential risks with our individual customers, developing mitigation strategies, and taking ownership of the outcome.

- Available to work at hours suitable to our customers in a broad range of time zones

- Travel will be required. We estimate 1-2 weeks per month.

Required experience and skills :

- A demonstrated track record of success as a Customer Success Manager, ideally with an early stage SaaS company working with a smaller group of clients and large deal sizes

- Exceptional written and verbal skills, comfort navigating uncomfortable situations, and exceptional diplomacy skills and emotional intelligence

- An advanced level of Excel knowledge (experience in Quick Sight, think-cell and SQL are a plus)

- Familiarity with (or a strong interest in) the airline / travel / entertainment industries is desirable

- Exceptional English fluency (fluency in Spanish and/or Portuguese a plus)

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