Customer Success Manager

The Customer Success Manager is responsible for ensuring customer satisfaction, operational efficiency, and business growth. This role builds and manages customer relationships, drives performance improvements, and ensures seamless execution of Unilode’s service agreements.

Key Responsibilities:

Drive Customer Performance and Retention

Drive Results, Financial Acumen, Ensure Accountability

• Monitor customer KPIs and proactively address service challenges.
• Identify and implement strategies to improve operational efficiency and profitability.
• Ensure accurate billing, contract adherence, and resolution of commercial disputes.

Strengthen Customer Relationships

Customer Focus, Collaborate

• Build and maintain strong relationships with assigned customers, serving as the main point of contact.
• Conduct regular business reviews and proactively address customer concerns.
• Align customer needs with Unilode’s solutions to enhance service offerings.

Enhance Operational Excellence and Digital Adoption

Courage, Business Insight

• Collaborate with internal teams to resolve customer issues efficiently.
• Analyze data to identify trends and recommend process improvements.
• Promote digital adoption of Unilode’s technology solutions to improve tracking and reporting.

Lead Cross-Functional Coordination

Collaborate, Ensure Accountability

• Work closely with Operations, IT, and Finance teams to ensure a seamless customer experience.
• Advocate for customer needs internally and ensure service levels are consistently met.
• Support strategic initiatives that drive continuous service improvement.

Support New Business Growth and Service Expansion

Business Insight, Courage

• Identify opportunities for service expansion and upsell within existing accounts.
• Assist in contract renewals, pricing discussions, and service agreement negotiations.
• Provide data-driven insights to senior leadership on customer satisfaction trends.

Our Values in Action:

• Be Humble and Curious – Seek insights to continuously improve customer satisfaction.
• Inspire, Empower, and Prosper – Collaborate effectively with customers and internal teams.
• Take Ownership and Get Stuff Done – Ensure customer success by resolving issues proactively. • Build a Better Future – Implement service enhancements that improve customer performance.
• Team Up to Be Better – Work across departments to deliver seamless service execution.
• Be Passionate About Our Customers – Drive customer engagement and retention.
• Be Eager to Win – Strive for excellence in customer success and service innovation.

The Small Print:

This role requires a hands-on approach to customer management and flexibility to meet customer needs. Travel may be required for customer visits, operational reviews, and business growth discussions. Strong relationship management skills are essential for success.

This is an overview of the role’s scope and its alignment with Unilode’s competencies and values. It is not an exhaustive list of responsibilities but serves as a guide to the key expectations and contributions of the position. Flexibility may be required to adapt to business needs.

Skills and Experience Required:

• Bachelor’s degree in Business, Aviation, or a related field preferred.
• Demonstrable experience in customer success, account management, or service delivery.
• Strong analytical and communication skills with a customer-focused approach.
• Ability to manage multiple accounts and drive operational improvements.
• Experience with digital solutions and service optimization.