Job Description

- Jr. Customer Success ManagerLocation: SingaporeStart date: ASAPContract hours: Full TimeAbout Us - market leader in providing Inflight Retail and EntertainmentAirFi is a market leader in providing portable onboard Wi-Fi platforms, OnboardPassenger Entertainment & Mobile Crew Sales Solutions to different passenger travelsegments. We are expanding our team globally and are the world's fastest-growingcompany in mobile in-flight entertainment and ancillary sales solutions (EPoS).The AirFi Box is a portable Inflight Entertainment System, offering an instantWiFi network for mobile devices, and a platform to access locally stored content. TheAirFi Box is battery operated, lasts more than 20 hours on a single charge and can beoperational 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 arehappily 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 tomonetize (shop, magazines, video's), inform or entertain (chat, games, timeline). Theflexibility of the platform allows airlines and 3rd parties to create custom apps anddigital 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 onboardSales, Digital Crew processes, and Crew communications utilizing ipads and othertablets 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 ManagerAn 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 roleIt'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 toThe 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 teamto 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 solvingWhat 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 communicative skills Structured and Process-oriented working style Fluent in English, verbal and written Proficient in MandarinSoft Skills Eye for detail, are self-driven and a persuasive personality whereyou are not afraid to speak up to achieve your goals Action-oriented Able to work under pressure and deadlines Problem solver and creative thinker Understanding and being able to deal with cultural differences between co-workers, clients and partners. Excellent proficiency in English, verbal and writtenBonus points for : Project management experience Special interest in aviation and IFE Multilingual skills (Bonus for Bahasa) Experience with JIRA Affinity with data analytics Experience with databasesWhat is AirFi Team Like -We are a bunch of fun-loving, dedicated and stealthy Aviation Geeks! We are a mix of different backgrounds and work with international counterparts every day. Be it the amazing technology that we work with, the challenges we live up to, or the great products that we create, we never forget to have fun at work. We are a proud team and only aim to improve and innovate our products each day.
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