Customer Success Manager

About the role

The Customer Success Manager will serve as the primary relationship manager for key airline clients and vendor partners within the Bags, Inc. logistics line of business. This role requires 5+ years of professional Customer Success Manager experience, ideally in the hospitality or airline industry.

Responsibilities

• Serve as the key point of contact and customer success manager for assigned airline clients and vendor couriers within the Bags, Inc. logistics line of business
• Blend operational oversight with strategic account management to ensure seamless baggage repatriation and optimize our vendor courier network
• Leverage data and technology, including AI, to drive operational efficiency, navigate high-value client escalations, and deliver outstanding partner satisfaction
• Oversee the day-to-day operations of vendor couriers, ensuring adherence to rigorous performance standards and service level agreements (SLAs)
• Communicate effectively with employees and clients to ensure fulfillment of performance requirements
• Seek and implement opportunities to leverage AI and other technologies to streamline workflows, improve operational costs, and enhance the customer experience, such as improving ETA delivery windows
• Partner with Product and Engineering teams to advocate for operational efficiencies and client-requested features
• Navigate complex escalations from high-value clients while handling multiple priorities simultaneously

Requirements

• Proven experience in relationship management and presentation creation for high-level audiences
• Demonstrated experience or strong familiarity with data analytics and leveraging AI to drive efficiencies in logistics or account management
• Excellent oral and written communication skills
• Ability to communicate effectively with employees and clients to ensure fulfillment of performance requirements
• Ability to maintain positive relationships with client representatives
• Experience handling multiple priorities simultaneously
• Proficiency with operational tracking systems
• Experience leveraging AI tools to transform static workflows into responsive, high-output processes

Qualifications

• 5+ years of professional Customer Success Manager experience, ideally in the hospitality or airline industry

Skills

• Data analytics
• Leveraging AI to drive efficiencies in logistics or account management
• Effective communication
• Operational tracking systems
• Leveraging AI tools to transform static workflows into responsive, high-output processes

Benefits

The anticipated base salary for this position is $75,000.00 USD to $85,000.00 USD annually. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment.

Pay

The anticipated base salary for this position is $75,000.00 USD to $85,000.00 USD annually.

Schedule

N/A