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Post-booking revenue and capacity optimization software for airlines

Customer Success Manager, Americas

$65k – $75k • 0.01% – 0.05%
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Volantio is a travel-technology start up focused on helping airlines improve their revenues while also providing amazing customer experiences. We’re backed by three of the largest airline VC groups in the world (JetBlue Technology Ventures, IAG Ventures, and Qantas Ventures), and we work with some of the biggest airlines in the world, including Emirates, Qantas, and Alaska Airlines. With a growing customer base in the Americas, we are adding a Customer Success Manager (CSM) to focus on this region. The role will be based in Volantio’s Global Headquarters in Atlanta, GA.

Our company’s success is built on our customer’s success. If our customers are not successful, and if they don’t fully deploy our products, Volantio will never be successful. The Customer Success Manager serves as the driving force to ensure our customers derive the maximum value from Volantio’s platform, and that they understand and quantify the value being driven.

The successful candidate will have a demonstrated track record of success managing complex accounts and technical product implementations.. The ideal candidate will be comfortable operating autonomously and will thrive in an unstructured environment.

Why work with us?
• We are working on some of the hardest challenges out there: Travel is a tough industry, with a huge amount of legacy thinking. We’re looking for someone who will thrive in that environment, and want to take on some of the toughest business challenges

• We care deeply about our people: We don’t just pay lip service to this. We offer benefits such as generous PTO, equity compensation, and 100% covered health care options.

• You will be challenged by the people around you, and your role, every day

What you’ll be doing:
• You will be the primary point person to ensure that Volantio’s customers in the Americas:
o Have implemented Volantio’s platform as quickly as possible
o Are driving the maximum possible value from the platform
o Understand the value that they are driving

• You will be responsible for every aspect of the lifecycle of a customer – working with them through implementation, launch, ongoing account support, and eventually growing the relationship
• You will be expected to build strong relationships with our customers and influencing key decision makers to adopt our best practices.
• You will understand the specific goals of our individual customers, and how our platform can help them achieve those goals
• You will collaborate with our engineering team and customers on critical priorities, assisting them with the development of product roadmaps and ensuring we manage expectations for our customers. Prior experience working with technical development teams is critical to success in this role.
• You will maintain regular communications with our customers, providing them with relevant success metrics, and understanding any of their concerns
• You will be very comfortable performing detailed analysis using SQL, Tableau, and Excel to drive actionable insights for our customers
• Travel to customer locations in North and South America will be required. Travel is estimated to fall between 1 and 2 weeks per month.
• Working at hours suitable to our customers in a broad range of time zones
• Keeping track of potential risks with our individual customers, developing mitigation strategies, and taking ownership of the outcome.

Required skills:
• Demonstrated track record of success in complex account management, with multiple stakeholders and large deal sizes
• Experience driving customer success, with particular focus on the technology space
• Strong writing and communications skills
• Intrinsically motivated and proactive – this is a common thread that ties together the entire Volantio team and it is critical to success at our company
• Flexibility/adaptability. You can adapt to rapidly changing priorities and projects.
• Analytical skills: You like data and aren’t afraid to dig in. An advanced level of Excel knowledge, while experience with Tableau and SQL are a plus.
• Familiarity with (or a strong interest in) the airline/travel industry is desirable
• Ability to solve problems: You love puzzles and problems, particularly ones that can be messy and ambiguous
• Competitive: You want to win, and you want to see your clients win

• Flexible vacation policy (~4 weeks per annum)
• 100% covered benefits (Health, Dental, Vision, 401k)
• Customized workstation (Mac / PC – your choice)
• Company covered cellular plan
• Annual book budget
• Friday team lunches around Atlanta

This role is a full-time position, applicants must have work authorization in the United States.

Please submit your resume and short cover letter highlighting your relevant experience and why you believe you’d be a good fit for the role. Candidates will complete a written and a quantitative evaluation as part of the screening process.

Meet your team

People you would work with in this role

Fenn Bailey

Avatar for Fenn Bailey
Co-founder & architect of @Volantio . Hacker. Traveler.

Azim Barodawala

Avatar for Azim Barodawala
Current: Co-Founder/CEO @Volantio; Prev: @BCG, @Jetstar, @despegar; Wharton MBA; Passionate about travel

Noah Jacobson

Avatar for Noah Jacobson
VP Engineering at @Volantio - Backpacker - Presenter at Agile2009 conference - Former Engineering Director at TrapWire, Inc.

Michael Gruet

Avatar for Michael Gruet
Worked at Volantio, State Street. Experience with Microsoft PowerPoint, Microsoft Word, Microsoft Excel. Went to Rensselaer Polytechnic Institute
Software engineer at Volantio Inc. where I write code and travel the world.

Kamari Wright

Avatar for Kamari Wright
Software Engineer at Volantio. Interests include Cryptocurrency, AI, and ML.

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