Outlook Publishing

Customer Success Manager – Airlines

Outlook Publishing

full-time

Posted on:

Location Type: Hybrid

Location: Oslo • 🇳🇴 Norway

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

About the role

  • Lead the lifecycle management of assigned cargo airlines accounts and ensure timely renewals.
  • Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates.
  • Review and report on usage, adoption and customer health metrics.
  • Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities.
  • Drive retention and growth among our cargo airline customers by understanding their business needs and helping them succeed.
  • Provide ongoing training and best practices to customers.
  • Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer.
  • Identify and implement customer success projects or programs that interest you.

Requirements

  • Understand the DNA of what makes a cargo airline customer tick, the entire lifecycle of the customer from 5+ years of working experience at an airline or freight forwarder focus on air.
  • Experience working with B2B SaaS product.
  • Excellent English skills, written and oral.
  • Good negotiation skills and not afraid to take risks.
  • Customer obsessed mind-set and strong appreciation for entire customer journey.
  • Ability to connect with other functions in the business, specifically marketing and sales to create a seamless end to end customer experience.
  • Creative and resourceful problem-solving skills.
  • Ability to learn and quickly integrate new often technical information.
  • Ability to work in a diverse and flexible culture with a global outlook.
  • A strong ‘willing to go the extra mile’ and ‘get it done’ work ethic and attitude.
  • Self-starter & adaptable: thrives in a dynamic, fast-paced environment. Able to overcome ambiguity.
  • Superb interpersonal skills, including the ability to quickly build rapport with colleagues, both customers and strategic partners.
  • Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats.
  • Collaboration: the ability to work across a broad range of functions internally and externally to deliver value to our customers.
  • Experience working with Salesforce.
Benefits
  • - You will be a part of a growing company that is currently redefining a multi-billion dollar industry through a period of unprecedented upheaval. **Your work will have significant impact** on this.
  • - You will work together with **highly motivated colleagues** who are curious to learn something new from you, and to teach you what they are good at.
  • - You can **educate yourself during work hours**: you can spend several hours each month attending courses, reading books, getting involved in communities.
  • - We value** work-life balance**, and we want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over.
  • - We will help you **grow your career**: our managers will help identify areas of improvement for you, either if you want to grow into a specialist in your field, or if you want to eventually go into leadership / management direction.
  • - We have **flexible working hours** (core time with meetings is 10:00 to 15:00, the rest is up to you) and you can work remotely for extended periods of time when needed.
  • - You will enjoy our **generous vacation plan**: 5-10 extra paid days off around public holidays throughout the year, in addition to 5 weeks of paid vacation.
  • - We celebrate diversity and are committed to creating an inclusive environment for all employees.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
B2B SaaScustomer success metricsdata analysisaccount managementnegotiationproblem-solvingcustomer journey mappingtraining deliveryperformance monitoringproject management
Soft skills
customer obsessioninterpersonal skillscommunication skillscollaborationadaptabilityself-startercreativityresourcefulnesswork ethicrisk-taking