Airmee is a well-capitalized start-up now looking for an eager and driven Senior Customer Success Manager to our office in Stockholm.
Airmee is one of Europe’s fastest growing start-ups focusing on fast and convenient deliveries for e-commerce businesses. Our technology optimizes our logistics fleet in real-time and is based on our world-leading research at the Royal Institute of Technology. This allows us to be a front runner of the last-mile-delivery world, being more cost-efficient and environmentally sustainable than anyone else!
As a Senior Customer Success Manager at Airmee you will find yourself in a dynamic and challenging role at the core of our business. You will act as the primary business point of contact for our portfolio of customers and serve as a trusted consultant on their behalf. Your responsibilities will range from onboarding and integrating new customers to our platform, to deepening relationships with existing customers and maximizing the value from our partnership. You are proactive in understanding requirements and needs, striving to be one step ahead in guiding our customers through their last-mile-delivery journey.
You will work in a fantastic environment where crossfunctionality is the key to success. In your role you will collaborate and share customer feedback and insights with all our stakeholders, from Product to Engineering and Operations, to ensure we enhance and expand our product offerings to our customers.
We aspire to offer the best delivery experience in the world and with you by our side we are surely one step closer to achieving our goal!
So, what will you do?
Understand and articulate the customer executive priorities and define initiatives where Airmee's offering can drive incremental business value
Capture and document all customer related information including, relationship interfaces, customer profile, agreement with SLA and unique clauses etc.
Identify and assess customer issues, conduct operational and financial analysis and act as the internal project manager to assure issues (ex. operational, invoicing, technical) are resolved in a manner that drives customer value and satisfaction
Drive customer insights through data and produce deliverables that will drive key business insights for the customer and for Airmee
Analyze and interpret merchant performance (e.g., checkout reviews, operational set up, financial reviews (volume and revenue trends) etc. to identify needed customer activities to drive customer optimization
Conduct regular Quarterly business reviews (QBRs) with customers and internal stakeholders
Continuously work to identify upsell opportunities through customer insights, whitespacing, accounts plans and customer meetings
Drive the building and management of the Customer Success Pipeline of new business opportunities within existing customer base to accelerate customer growth and drive for sales forecasting accuracy and trend analysis
Create and own the Strategic Account Plan with main purpose to set the account ambition, where to play and how to win
Work with Sales, Operations, Integrations, Support, Marketing and Business Development to ensure deployments lead to sustained customer value and ongoing customer success
Keep up with industry trends and develop a deep understanding of customer and competitors
What skills and experience do you need?
At least 5+ years of experience in a B2B/B2B2C customer success role
Proven track record in developing and expanding your customer portfolio
Proven experience from requirements gathering and analysis of customer needs
Experience from working in data-driven environments
You are independent and you get stuff done quickly and accurately
Strong verbal and written communication skills
Thrive in change and comfortable with ambiguity and fast-paced environments.
Can push us and be pushed as well, we love to be proven wrong, and you should too. It’s the only way to grow
Fluency in Swedish and English, both verbal and written
Experience in e-commerce is a plus
Apart from your professional experiences we most of all value that crazy, unstoppable hustle and drive that is needed in a fast-growing startup with global ambitions. We look forward to welcoming you into the Airmee family!
This job comes with several perks and benefits
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
Peckish after lunch? We got your back with soft drinks, treats and fruit.
Kids are the future, go spend time with them.