Customer Success Manager - AVIAN
Core
Protect customer satisfaction by managing service obligations, SLAs, and expectations for high-tech radar products used in aviation and infrastructure.
Role type
Customer Success Manager (post-delivery support & escalation)
Builds
Service delivery alignment, customer retention, and product feedback loops
Domain
Aviation safety / Radar technology / Industrial IoT
Deliverable
client delivery
Required skills
SLA management, contract management, KPI analysis, service subscription monitoring, escalation handling, cross-functional collaboration
Preferred skills
Technical training in product lifecycle/configuration, commercial acumen
Technologies
Jira, CRM systems
Responsibilities
Act as primary contact for post-delivery support and first-level escalations; Monitor service subscriptions and proactively engage customers; Analyze KPIs to assess performance and satisfaction; Ensure out-of-SLA support is registered and billed; Relay customer feedback to product and engineering teams; Participate in audits to improve SLAs and terms; Provide insights to sales for renewals and upsells.
Seniority
Mid-level, hands-on IC