Jr. Customer Success Manager

**Job Description - Jr. Customer Success Manager**

**Location**: Singapore
**Start date**:ASAP

**Contract hours**:Full Time

**About Us - market leader in providing Inflight Retail and Entertainment**

AirFi is a market leader in providing portable onboard Wi-Fi platforms, Onboard

Passenger Entertainment & Mobile Crew Sales Solutions to different passenger travel

segments. We are expanding our team globally and are the world’s fastest-growing

company in mobile in-flight entertainment and ancillary sales solutions (EPoS).

The AirFi Box is a portable Inflight Entertainment System, offering an instant

WiFi network for mobile devices, and a platform to access locally stored content. The

AirFi Box is battery operated, lasts more than 20 hours on a single charge and can be

operational in any environment. In case a larger area or aircraft needs to be covered,

turning on multiple boxes will create a single (mesh) network, where the boxes are

happily synchronizing, and enabling e.g. multiplayer games.

The AirFi Platform is the software front-end on the AirFi Box and the (content)

distribution system in the cloud. The platform offers standard modules and aim to

monetize (shop, magazines, video’s), inform or entertain (chat, games, timeline). The

flexibility of the platform allows airlines and 3rd parties to create custom apps and

digital forms and deploy new content daily.

Standard content is offered by AirFi World’s ever-growing network of content partners. Games, video’s, destination information, newspapers, magazines, newsfeeds, sports, puzzles, ancillary sales are offered in many different languages. Your own content can be uploaded through different channels (content portal, FTP server or directly into our cloud solution). Updated on a daily or monthly basis, the AirFi distribution system updates content and apps seamlessly on every Box that connects to the Internet at recharging time.

AirFi Connected Crew is an innovative, patented technological platform for onboard

Sales, Digital Crew processes, and Crew communications utilizing ipads and other

tablets or smart devices while on the ground or inflight. Our customers have doubled their Onboard Sales bottom line just be using the controls this solution offers.

We’ve never looked back since the inception of Airfi.Aero in 2012 at our headquarters in Den Haag, The Netherlands. Our phenomenal growth led us to set-up the Innovative Development Center in Bangalore, India in 2015 and operational offices around the Globe.

**We are looking for - Junior Customer Success Manager**

An ambitious young professional who’s a spider in the web with technical and project management background with a can-do mentality to support and deliver (changes to) our solutions to customers across the region.

**Purpose of the role**

It’s all about the customer How can we serve them best during all stages of their lifecycle? This requires maintaining relationships both internally and externally.

As a junior Customer Success Manager you manage topics/projects under the supervision of a Customer Success Manager.

For our existing customer base, you’ll be responsible for the first investigation and solution in case of changes or issues, or delegation to the second level engineering team or Customer Success Managers.

You will work with highly-skilled colleagues and partners, of which many are international colleagues,including developers, architects, testers and product owners. You will liaison with different departments of the organization.

In this role, you may service many types of customers and learn all about our products, customers and the travel industry.

The growth path is to prepare you to take over the management of one or more customers or partners independently with all responsibilities that come with that.

**The position is Reporting to**

The Junior Customer Success Manager will be reporting to the Regional Team Manager of Customer Success and have a dotted line to the VP of Customer Success.

**Responsibilities**
- Project Management for implementation and changes
- Issue / change request investigation
- Customer relationship management
- Issue / problem management signaling role
- Write customer requirements documents for requested feature changes
- Prepare supporting documents for changes, if any; and tasks for the Dev team

to execute project implementation
- Project Delivery Management with the client and internal team to ensure that the project is on track and highlight possible risks
- Liaison with internal Logistics team, Content team, if needed
- Support client's IT/Logistics/Ground handling team to help define their Operational processes
- Assist with problem-solving both remotely and on location
- Technical problem solving

**What are we looking for**:
**Education Qualification & Competencies**
- Bachelor's Degree (starter) pref in Engineering / IT segment or high affinity with IT
- Cognitive and Logical thinking
- Good communi