Customer Success Manager

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,300 employees in 13 locations around the world.

CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.  Located in Wichita, KS, the aviation capitol of the world, CAMP offers the opportunity to be a part of this thriving industry providing stability and a rich 50 year history.

Job Summary

The Customer Success Manager provides maintenance management support and customer service to prospective and current CAMP helicopter customers.

The Customer Success Manager will coordinate with CAMP field service representatives, sales, customer support, and the helicopter manager on behalf of the customer for all customer service activities.

The Customer Success Manager establishes and maintains solid relationships with key decision makers and aligns CAMP resources to meet the customers' maintenance management and service requirements.

The Customer Success Manager will work as the fleet customers internal advocate to remove obstacles that may impede the customer's experience with CAMP. 

The Customer Success Manager is responsible for improving customer utilization of services and the successful customer adoption of new service and product offerings. 

Responsibilities

• Act as the dedicated point of contact for assigned helicopter customers, answering questions, providing advice, and keeping them engaged in the service
• Work with the sales team to understand helicopter customer work processes and pain points, in order to determine and offer solutions that best meet customer needs
• Coordinate with sales, field support, and other internal team members to ensure that the customer service levels are being met
• Develop strong and trusted relationships with customers
• Clearly articulate features and differentiate CAMP’s product offerings across new and existing CAMP helicopter customers
• Maintain and report on prospective helicopter contracts to ensure all pre-signature process steps are followed
• Responsible for creation and validation of Customer Enrollment Plans with support from internal teams (Sales, Ops, Template, etc)
• Provide an accurate forecast and helicopter pipeline in coordination with sales for proper resource loading
• Hold customer accountable to established Enrollment Plan and Customer Onboarding agreement to support contract deliverables
• Support Operations Team in troubleshooting technical issues reported by helicopter customers and implement any action plans with relevant stakeholders to improve performance
• Take a data-driven approach to making decisions within your role, analyzing trends within your customer base to constantly improve service and support
• Demonstrate a drive to apply their CAMP business and process knowledge to elevate our overall level of service and improve the internal application experience for all users
• Support coordinated activities between the various stakeholders in the CAMP ecosystem

Requirements

• 3-5 years’ experience in Customer Service/Operations within the aviation industry
• Bachelor’s or technical degree in a relevant field, with strong academic performance OR equivalent experience required

• Customer-centric mindset focused on relentlessly supporting the customer experience
• Strong written and verbal communication skills
• Strong attention to detail, organizational, and multi-tasking skills are a must
• An exceptional listener who hears the details of customer feedback
• Experience performing needs assessments and making recommendations based on the discovered requirements
• Proven success in aviation and helicopter maintenance is preferred
• Proven ability to listen, extrapolate information and analyze to effectively provide solutions to the customer
• Ability and willingness to take the initiative to facilitate teamwork within the various organizations of the company to serve the customer
• Ability to effectively learn technical products, services and solutions and readily apply new knowledge
• Experience working with all levels of an organization
• The ideal candidate will have the ability to travel to customer sites when required
• Set and continually manage project expectations with team members and other stakeholders

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status EOE.