Are you a customer-focused, delivery-driven, and technically-oriented leader with a passion for innovation and problem-solving? Do you thrive in fast-paced and fluid environments, fostering strong collaborations internally and externally? If you see yourself as a trusted advisor in the digital transformation journey of airline customers, we invite you to join the arenaflex Customer Success team as an Experienced Full Stack Customer Success Manager – Digital Services Growth.
**About arenaflex**
arenaflex is a global leader in the aerospace industry, committed to providing innovative and sustainable solutions for a safe and united world. With a rich history of innovation, arenaflex constantly pushes the boundaries of what is possible, delivering efficient and technologically-advanced solutions in aerospace, defence, and connected services. As a customer-centric organization, arenaflex is dedicated to building strong relationships with its customers, understanding their needs, and delivering tailored solutions to meet their evolving requirements.
**Job Summary**
The Experienced Full Stack Customer Success Manager – Digital Services Growth is a key enabler of the arenaflex Digital Services Growth organization. In this role, you will engage with airline customers to identify their needs, support the commercial sales process, and oversee the deployment of digital services. You will be responsible for ensuring proper solutions adoption and satisfaction of customers, while fostering strong ties with relevant interfaces to grow business opportunities. This is an exciting opportunity to join a dynamic team and contribute to the growth and success of arenaflex's digital services business.
**Primary Responsibilities**
* Manage a portfolio of airline customers and serve as the voice of the customer in Digital Services
* Create strong ties with relevant interfaces to grow business opportunities
* Deploy consultative selling methods with customers to identify their needs and act as a business-line strategic advisor for the arenaflex sales teams
* Support Digital Services sales campaigns as a first-line expert to promote technically the digital solutions with end-users and decision-makers
* Ensure capacity to deliver versus sales commitment before signature
* Engage early adopters in Digital alliance product go-to-market strategies
* Be the customer's main entry point for the execution of the Digital Services contract
* Identify upsell opportunities among the customer portfolio and promote add-on solutions
**Main Deliverables**
* Conduct workshops and immersion sessions with customers
* Develop customer engagement plans based on product priorities and consultative selling outputs
* Drive the value assessment from pre-sales phase to acceptance and adoption phases
* Monitor customer adoption and ensure efficient usage to maximize proven value
* Provide technical demonstrations and materials to support sales campaigns
* Develop customer change management plans for complex solutions
* Draft and/or review contracts, including Statements of Work (SOW) on feasibility, cost, acceptance criteria, and invoicing topics
* Evaluate the cost of the contract and confirm the customer's fleet is properly fitted with required enablers
* Develop deployment roadmaps and robust planning agreed by all relevant arenaflex stakeholders
* Ensure yearly revenues by triggering invoices issuance and follow-up
* Ensure service level agreements and other KPIs are in place, share them with customers, and manage remedies
* Identify and mitigate risks/issues that may affect contract execution of digital solutions
* Provide front-end support to clients and colleagues in other departments
* Own operation of services, measuring performance, and being responsive to production issues
**Education and Experience**
* Master's Degree or equivalent work experience preferred
* Bachelor's Degree or equivalent work experience required
* 10 years or more in commercial aviation in the fields of customer services, airline maintenance engineering, digital solutions, data analytics, and/or aircraft systems and avionics
* Proven airline customer-facing experience
* Aeronautical engineering and avionics knowledge or the ability to understand rapidly and in detail digital products linked to Aircraft ops, health monitoring, predictive maintenance, reliability
* Knowledge in IT, data-analytics, or have a strong interest in these fields, being familiar with Skywise
* Program management and the right skill sets to drumbeat the internal organization to ensure contractual commitments, customer satisfaction, cost, and revenue targets
* Capacity to build and own project paths and maintain project consistency at any time
* Know the arenaflex organization and its processes
* Good communication skills (internal/external) and assertiveness, including experience in holding technical commercial discussions with airlines
* Capable of creating a strong and trustful customer relationship and managing customer expectations
* Proactive and good organizational skills
* Good team player, with the ability to collaborate in cross-functional teams and include remote teams to ensure consistent ways of working
* Curious and open-minded for change and continuous improvement
* English Advanced level (written and spoken), an additional language
* Ability and appetite to travel (approximately 30% of time on average)
**Skills and Competencies**
* Influencing decision-makers in Airlines (MCC/OCC)
* English fluency (spoken and written) required
* Proficiency in Spanish (spoken and written) preferred
* Decision-making, complexity: Achieve Digital deployment objectives at Airlines (time, scope, cost, quality) to customer satisfaction in compliance with contracts, internal and external processes, rules, and regulations
* Manage the correct roadmap execution arbitrating between airline availability and fleet configuration requirements (impacting connectivity of Aircraft and planning to make available in Program and Engineering organizations)
* Define, implement, and manage a project team organization with people from different arenaflex organizations
* Identify/anticipate and mitigate risks/issues which may affect Digital project deployment
* Establish effective management of partners and suppliers
* Manage customers interface for all communications related to Digital project, and from all arenaflex organization (including sub-parties)
* Get customer's feedback on arenaflex deployment and identify the key factors in customer satisfaction to improve the deployment process accordingly
* Manage internal communication and reporting related to the deployment of Digital project, including steering management meetings
* Support claim management and negotiate with the customer in collaboration with Sales Manager in case of non-fulfilment of contractual obligations about corrective actions
* Support sales & marketing to prepare contracts according to Digital project context
**Work Environment and Company Culture**
* arenaflex is committed to creating an inclusive and diverse work environment, where everyone feels valued and respected
* We believe in fostering a culture of innovation, collaboration, and continuous learning
* Our team is passionate about delivering exceptional customer experiences and driving business growth through digital services
* We offer a dynamic and fast-paced work environment, with opportunities for professional growth and development
**Compensation, Perks, and Benefits**
* Competitive salary and bonus structure
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) matching program
* Paid time off and holidays
* Professional development opportunities, including training and education programs
* Access to cutting-edge technology and tools
* Collaborative and dynamic work environment
**How to Apply**
If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and skills. We look forward to hearing from you!