Head of Customer Success Americas

We are looking for a Head of Customer Success Americas with a strong operational aviation background. You will be working on:

• Building a deep understanding of customer/user (airport, airline, ground handler) operations to define use cases/concepts of operations that describe how Assaia's product suite will be used and how it adds value.  
• Ensuring that the customer receives a system fully configured towards its intended use cases.
• Ensuring that users fully integrate Assaia's products into their daily work routine and Standard Operating Procedures to achieve superior business outcomes.
• Consulting customers on ways to further improve their operations and suggest additional opportunities. 
• Creating/identifying upsell opportunities.
• Providing input into product development organization based on feedback from customer engagements 
• Supporting the sales team during pre-sales campaigns and ensure prospective customers understand how to use our solutions and the value they can generate for them.
• Supporting the sales team with detailed knowledge and understanding of usage and results of our products and services.
• 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: unlock further revenue potential by proving customer value and identifying new growth opportunities.
• Assist sales team during the 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 organization for product implementation and new ways 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 that we are creating for our customers.
• Together with the sales team, stay in close contact with users and customer organization even in times when there is no immediate requirement to do so.
• Serve as the voice of the customer internally.
• In-depth experience in the aviation sector, preferably, from a ground operations / APOC / OCC perspective to better relate to the customer organization 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 US or Canada.
• Very good command of English is a must, any other language skills are a bonus.

Ultimately, the customer success team’s objectives are to create: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 leave.
• Paid relevant courses/online education/English courses.
• Great company culture based on honesty and mutual respect.
• Live team events.

We are a team of 95 now. We are looking forward to expanding it with you!