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Customer Success Manager

2.00 to 6.00 Years   Delhi   14 Nov, 2023
Unilode
Job LocationDelhi
EducationNot Mentioned
SalaryNot Disclosed
IndustryOthers
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    ABOUT UNILODEUnilode owns and manages the worlds largest fleet of approximately 160,000 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 50 certified repair stations, supported by 700 employees. For more information visit unilode.com.POSITION OVERVIEWThe Customer Success Manager focuses on customer satisfaction, profitability, growth and retention. This individual will be responsible for managing customer agreements from end to end.GENERAL RESPONSIBILITIES Take ownership of customer P&L, focusing on profitability and cost reduction in-line with business case and business unit expectations. Strive for operational excellence and success to meet customer expectations. and agreement obligations. Involvement in business case process for new and renewing customers. Prepare draft pricing business case for new ULD requirements for existing customers. Manage bill of sale activities for ULD purchase acquisitions. Prepare and finalize the client chargeable stock (CCS) needs for each month. Clearly articulate to the customer Unilodes assumptions, as well as, update the rolling forecast and performance manager. Ensure accurate and regular end of month invoicing. Follow up with the customers regarding overdue invoices to ensure payment, escalating to Commercial Ops if required. Present monthly client business KPI reviews to each customer, ensuring clear communication and explanation of any additional and applicable recharges. Present monthly KPI customer performance reviews to leadership team, with an action plan to solve under performance and/or non-satisfaction issues. Communicate, manage and resolve customer issues and needs on a timely basis. Partner with Short Term Leasing to ensure appropriate re-charging. 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. Additional duties as assigned.QUALIFICATIONS Tertiary studies in Business, Engineering or Aviation Management. Leadership experience preferred. Sound understanding of Airline Customers and their requirements. Logistics planning experience preferred. Aviation Industry experience preferred. Solid project management skills, having managed and successfully delivered multiple, complex projects on-time and on-budget. Demonstrated success in a high pressure, dynamic, fast-paced environment. Able to listen, understand and make confident decisions based on facts and role responsibility. Be analytical and able to organize, prioritize and communicate effectively both verbally and in writing. Able to anticipate and handle objections and problems with empathy, taking ownership and investing in a winning solution for the customer and company. Established business and financial acumen. Robust analytical and quantitative skills, as well as attention to detail. Discretion and confidentiality. Good knowledge of Microsoft Office applications (e.g. Excel, Outlook, PowerPoint). Ability to quickly learn IT applications. Open to travel,

Keyskills :
customer satisfactionprofitabilitycost reductionbusiness casepricinginvoicingKPIrelationship managementlogistics planningproject managementanalytical skillscommunication skillsbusiness acumenMicrosoft OfficeIT applicationstravelbill of sal

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