Job Description

Airfinance Global is a mainstay of the aviation finance industry, AFG is deeply embedded with the majority of market players. As aviation seeks to attract significant capital to finance the transition to sustainable aviation, the aviation finance industry is looking for increased transparency between traditional and new players. AFG is building on its existing and well embedded news portfolio with a range of data and analytics solutions to deliver against the industry’s new requirements. We are looking for a Customer Success Manager to help us take the industry to the next level of transparency and accountability.

Diversity and belonging matter. Our Employee Resource Groups and our working and social environments reflect and thrive on those values. Given the importance we place on inclusion and diversity to our success, it is not by chance that Inclusion, Diversity and Well-being is the first of our five ESG focus areas.

We believe in equality of opportunity and welcome applications from individuals, regardless of age, ethnicity, disability, gender identity, sex, sexual orientation, socio-economic background, religion and/or belief, or any other classification protected by applicable laws.

If you are a person with a disability, please let us know if you need any help with the application or interview process, so we can make reasonable adjustments as best as possible. If you would prefer to discuss this in confidence, please email meghna.vyas@delinian.com

Position Overview: We are seeking a passionate and customer-focused individual to join our team as a Customer Success Manager. The Customer Success Manager will play a pivotal role in ensuring our clients achieve their desired outcomes and derive maximum value from our products/services. By fostering strong relationships, providing strategic guidance, and advocating for customer needs within the organization, the Customer Success Manager will drive customer satisfaction, retention, and growth.

Responsibilities:

1. Develop and maintain strong relationships with key stakeholders within AFG customer accounts.
2. Serve as the primary point of contact for customer inquiries, issues, and escalations, and ensure timely resolution.
3. Understand customers' business objectives, challenges, and pain points to effectively articulate the value proposition of our products/services.
4. Collaborate cross-functionally with Sales, Product Development, and Support teams to ensure seamless customer onboarding, implementation, and ongoing support.
5. Proactively identify opportunities for upsell and expansion within existing accounts and work with Sales to execute growth strategies.
6. Conduct regular check-ins with customers to assess satisfaction, address concerns, and uncover additional needs or opportunities.
7. Analyze customer usage data and metrics to track product adoption, identify trends, and drive insights for product improvement and customer success.
8. Develop and deliver customer success plans, tailored to individual customer needs and objectives, to drive long-term success and value realization.
9. Act as a customer advocate within the organization, providing feedback and insights to inform product roadmap and service enhancements.
10. Stay abreast of industry trends, best practices, and competitive landscape to continuously improve customer success processes and methodologies.

Attributes:

• You are self-driven, results-orientated individual, with a positive outlook

• Curious, articulate, self-motivated and a great team player
• Focused on results but willing to roll up your sleeves to support the team
• Thrive in an environment of change, are not reliant on formal support structures, and are excited to collaborate across all levels to help us shape the future of the business

• A natural forward planner who critically assesses own performance
• Maintain a strong focus on growth and key metrics that define success, creating a structure that works