Customer Success Manager Emea Apac (Remote)

About Assaia

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!

We are looking for a Customer Success Manager with a strong aviation background.

The job

• Build a deep understanding of customer / user (airport, airline, ground handler) operations in order to define use cases / concepts of operations that describe how Assia’s product suite will be used and how it adds value.
• Ensure that the customer receives a system fully configured towards its intended use cases.
• Ensure that users fully integrate Assaia’s products into their daily work routine and Standard Operating Procedures in order to achieve superior business outcomes.
• Consult customers on ways to further improve their operations and suggest additional opportunities.
• Create / identify upsell opportunities.
• Provide input into product development organisation based on feedback from customer engagements
• Support the sales team during pre-sales campaigns and ensure prospect customers understand how to use our solutions and the value it can generate for them.
• Support 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: additional revenue (either increase in scope or scale) as a result of creating success for the customer (proving the value).

Responsibilities

• Assist sales team during 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 organisation for product implementation and new way 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 which we are creating for our customers.
• Together with the sales team, stay in close contact with users and customer organisation even in times when there is no immediate requirement to do so.

About you

• In-depth experience in the aviation sector, preferably, from a ground operations / APOC / OCC perspective to better relate to the customer organisation 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 European Union.
• Very good command of English is a must, any other language skills are a bonus.
• Strong in data analysis and reporting (visualisation of complex information in simple matter).

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 leaves.
• Paid relevant courses/online education/English courses.
• Great company culture based on honesty and mutual respect.
• Live team events.
• We are a team of 80 now. We are looking forward to expanding it with you!