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Customer Success Manager
Unilode Hawthorne, CA
$110k-153k (estimate)
Full Time 6 Months Ago
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Unilode is Hiring a Customer Success Manager Near Hawthorne, CA

ABOUT UNILODE

Unilode owns and manages the world’s largest fleet of approximately 145,000 unit load devices (ULDs), for use in the aviation industry, and owns and operates the largest global network for the maintenance and repair of ULDs and inflight food service equipment. Unilode provides management, repair, short term leasing and digitalisation solutions to over 90 airlines through a network of more than 550 airports, 18 regional offices and 49 certified repair stations, supported by 600 employees. For more information visit unilode.com.

POSITION OVERVIEW

The Customer Success Manager focuses on customer performance, satisfaction, profitability, growth, and retention, by constantly seeking new ways to optimize performance and enhance the customer experience. The ideal Customer Success Manager will be social, analytical, engaging and be able to manage customer relationships, expectations and the agreement end-to-end, by creating strategies to help the customer grow and maximize value.

The Customer Success Manager will also act as the Unilode ambassador for their assigned airports with the accountability to drive continuous improvements with their assigned customers, GHAs and other stakeholders to improve ULD visibility, availability and turn-around times, as well as support overall ULD Management operations and build an effective community amongst all parties involved with ‘on the ground’ ULD pooling operations.

GENERAL RESPONSIBILITIES

  • Take ownership of customer P&L, focusing on profitability and cost reduction in-line with customer and business case expectations.
  • Strive for operational excellence and customer success to meet expectations and agreement obligations.
  • Prepare & finalize the client chargeable stock (CCS) needs for each month. Clearly articulating to the customer Unilode’s assumptions to meet their needs, including any additional costs, which may be applicable.
  • Prepare & present monthly KPI customer performance review to each customer and internal leadership team, with a clear action plan to meet new customer needs, solve challenges, under performance and/or non-satisfaction issues.
  • Prepare & Present quarterly business reviews to customers to address performance, continuous improvement, customer objectives and long-term growth.
  • Maintain accurate rolling forecast and performance manager updates.
  • Ensure accurate and regular end of month invoicing and follow up with the customers regarding overdue invoices to ensure on-time payment, escalating if required.
  • Communicate, manage, and resolve customer issues and needs on a timely basis.
  • Develop and maintain influential and operational relationships both internally & externally (e.g., customer, 3rd parties, airports, repair shop, local authorities etc.) to drive customer success and reduce operational barriers where possible.
  • Involvement in business case process for new and renewing customers.
  • Manage bill of sale activities for ULD purchase acquisitions, as applicable.
  • Additional duties as assigned.

QUALIFICATIONS

  • Tertiary studies in Business, Engineering or Aviation Management.
  • Leadership, Commercial and/or Customer Management experience preferred.
  • Sound understanding of Airline Customers and their requirements.
  • Aviation & Logistics planning experience preferred.
  • Experience with managing and/or working with third party partners preferred.

WHY UNILODE?

  • Competitive compensation
  • 16 days of accrued paid time off
  • 11 Paid holidays
  • 1 Floating holiday (to be used on employee's date of choice)
  • Medical, Dental, Vision and Life insurance
  • Company Paid Vision, Basic Life & Short and long-term disability insurance
  • 401(k) plan with company match

Job Summary

JOB TYPE

Full Time

SALARY

$110k-153k (estimate)

POST DATE

09/28/2022

EXPIRATION DATE

01/31/2023

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The following is the career advancement route for Customer Success Manager positions, which can be used as a reference in future career path planning. As a Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Manager. You can explore the career advancement for a Customer Success Manager below and select your interested title to get hiring information.

If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Success Manager job description and responsibilities

Having a customer success manager overseeing the onboarding process helps with retention.

01/03/2022: Pueblo, CO

Customer success managers should have strong organization and presentation skills, but those things can be taught.

12/19/2021: Modesto, CA

They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.

02/13/2022: Everett, WA

Take time to understand what each customer needs and help customers take the shortest route possible.

01/23/2022: San Jose, CA

The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.

01/07/2022: Minneapolis, MN

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Success Manager jobs

Customer success managers are both salespeople and support professionals.

12/15/2021: Las Cruces, NM

During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products

01/02/2022: Longview, TX

A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.

02/21/2022: Pueblo, CO

Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.

12/22/2021: Temple, TX

Customer Success Managers must be strong, natural advocates.

02/15/2022: Clearwater, FL

Step 3: View the best colleges and universities for Customer Success Manager.

Butler University
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