The Customer Success team is global and split in three regions, APAC, AMER and EMEA to keep close distance to our customers in each region. Today EMEA team has 25 members. Majority of the team is based in Gothenburg office, we have some team members in UK, Poland, and Spain.

For this position, there are three roles in the team to allow focusing on different work areas. You will be supporting airlines/ our customers in EMEA region, starting as a Service Manager (SM) role with option to move to specialization within two other roles as a Customer Expert (CE) or Service Account Manager (SAM), depending on interest).

Service Manager (SM) is a reactive role responding to incoming issues from the customer. This role is often a starting point for newcomers learning about airline industry and customers, but the team has senior team members as well, who love the versatility of incoming tasks to work hands on all our customers. You will practice working smart under pressure and apply your great problem-solving mind. As a Customer Expert (CE) you specialize on few customers, learn their specific installation, configuration, and business process. You are the customer sounding board when they have technical or business questions and can advise on next steps. As a Service Account Manager (SAM) you track and report status of our services, you coordinate the activities and keep all stakeholders in the loop of information to maintain high level of service for the customer. You are the customer go to person whenever they need anything.

All roles are customer facing and it is expected to have excellent communication skills and analytical mind to execute on the premium service commitment we are known for.

The team delivers premium support as part of our customer success services. After the implementation project is completed, they take on the customer relations and support. As a support lead you are reactive to customer’s incoming issues, but also proactive offering analytics, guidance, and advice so they can grow the system value for their business. In this role you help the customer to easy adjust the system after what their business changes requires.

To be a fit for this position you need to have technical education with focus on problem solving. You need to understand programming languages to perform code analysis. Since the team help customers all over the world you need to be curious, driven and a team player.