Enterprise Customer Success Manager

Why We Need You – The Mission

Veryon is a leading provider of aviation software and information services, supporting a global network of more than 75,000 aircraft maintenance professionals and over 7,600 customers in nearly 175 countries worldwide. We help everyone from business aviation teams and MROs to airlines and OEMs get their aircraft more uptime.

Veryon’s Guided Troubleshooting, a cloud-based interactive aircraft troubleshooting tool, captures field experience and provides just-in-time training to Aircraft Maintenance Technicians and Engineers to Accelerate meantime to repair, increase equipment availability, and save costs on maintenance. Guided troubleshooting is powered by Veryon, and provided to aircraft operators and maintenance facilities by our OEM customers.

We are looking for a dedicated, passionate Customer Success Manager (CSM) to manage a portfolio of Aviation Original Equipment Manufacturer (OEM) customers. We view Customer Success as a cornerstone of our business, going beyond metrics and process to focus on doing the right thing for our customers — a crucial position tasked with the execution toward a best-in-class customer experience.

About You - The Personal Competencies That Matter

Strong Relationship Builder: You can develop rapport with confidence and speed. At Veryon, we don’t want to be another vendor or service call, we want to be the best meeting/call/experience our clients have all week – every week! Demonstrate a high degree of EQ.

Desire to become a true product expert: This person will be the “go-to” for our customers and should be able to handle a majority of non-support issues related to our products. You will need to be deeply conversant with our product(s) and also have a solid working knowledge of both our domain and the best practices associated with it.

Comfort with commercial discussions : Our CSM team is responsible for not only ensuring our customers quickly ramp-up and can easily use our products, but also for discovering where additional commercial opportunities may exist. This requires an ability to connect with the customer, build a relationship based on credibility and trust, and quickly identify the implicit requests and opportunities to better serve our customers in your everyday interactions with them. Business Development experience will go a long way. Our OEM customers are B2B2B. You must be comfortable with channel partnerships and/or strategies.

Personality & Interpersonal Skills : Success in this role requires emotional agility. The CSM must be able to work well with a wide variety of personalities, and roles. The successful candidate will need to demonstrate that they can make a positive impact, while embracing Veryon’s performance-driven culture. They will also need to establish credibility with managers at Veryon (as well as with our clients!) by demonstrating technical expertise and a willingness to work with others to achieve goals. They should take their work seriously, but not themselves. They should be ambitious but grounded.

Accountable: The successful candidate has no problem planning the work, working the plan, and proactively communicating progress along the way. They can tell us about the times when they have rolled up their sleeves, taken ownership of a body of work, and delivered the results with minimal support – a strong self-starter/self-managed individual with a knack for improving on everything we touch.

What You’ll Accomplish - Your Performance Objectives

Objective #1

In your first thirty days, develop a good understanding of our cross-functional teams and their members, our process, and our products

• Meet with Product Management, Project Management, Sales, and other internal stakeholders to familiarize yourself with our people, products, and processes
• Attend multiple customer training and or sustainment calls, shadowing a fellow CSM
• Gain confidence about how Guided Troubleshooting can deliver for our customers
• Understand and be able to articulate the value and ROI of Guided Troubleshooting to our customers

Objective #2

Within your first 60 days, begin to develop understanding and ownership of your customers

• Define the Customer Success Management metrics
• Work with Onboarding to define process for customer handover for clients
• Establish yourself as the main point of contact for your clients (shadowed by a tenured CSM). Understand the current account status and health, identify any major risks or opportunities.

Objective #3

Within your first 3 months,

• Develop and or update account plans for priority customers defining the appropriate Action Plans, expansion opportunities, and adoption drivers
• Prepare and present your findings to date – SWOT analysis, Account Plans, status, and health of your accounts
• Strategy for strategic accounts to drive adoption, usage and sustainment and beyond
• Implement Customer Success Metrix

Beyond your first 3 months, successfully manage a complete book of business, share process improvement suggestions/ideas, and report on all necessary KPI’s as it pertains to your books of business

• Ideate strategies to increase customer loyalty and advocacy
• Represent the voice of the customer with Product Management, Engineering and Support to identify opportunities for future product functionality and provide insight on customer experience as it pertains to product development
• Understand and drive customer outcomes by communicating with your book of business, analyze Health Score metrics, and gather direct feedback from your key contacts
• Gauge the customer’s levels of engagement and or risk of non-renewal, and inform other teams (Sales, Product mainly) of plans of action, and or product and or service enhancements
• Provide insights to the customers to ensure they are getting the most out of the software
• Gain a good understanding of Guided Troubleshooting to be able to demonstrate

How we work - Our Core Values

Fueled By Customers : We work hard so our customers can get more uptime. A customer-centered approach is on the forefront of our minds. We’re big on transparent communication with our customers, and we celebrate their wins internally because we love the positive impact we’re making on their lives.

Win Together : We focus on the “we” and not the “me”. Collaboration is key, we value diverse backgrounds and skill sets. Our mission is to win as a team, we think everyone plays an integral part in our success.

Make it Happen : When we make a commitment, we get it done. We take a proactive approach, we commit, we adapt to evolving landscapes and problems, we tackle problems at every difficulty level.

Innovate to Elevate : We set the standard in aviation by embracing and advancing cutting edge technology. We take a fail-forward approach using everything as a learning experience. We encourage creativity and experimentation within our teams. This helps us set the bar high and provide world class expertise in aviation.