Customer Success Manager (CVG)

L2 Aviation Solutions, LLC

  • Erlanger, KY
  • Permanent
  • Full-time
  • 2 months ago
Just like an airline hub that connects customers with their flights, are you the “go-to” person who connects customers with the right solutions? Then L2 Aviation is looking for you!You will have a pivotal role in an innovative, growing, global company with a world-class service ambition. Our culture is non-bureaucratic, with a hands-on professional approach and customer-centric outlook. What we do is so much more in the aviation industry than manufacture, engineer, support and service; we deliver excellence when it’s needed and where it’s needed, so people all over the world can connect. This role goes beyond traditional customer service—it's about delivering exceptional support, exceeding expectations, and deepening customer relationships.L2 Aviation is a global leader providing integrated solutions to the aviation and aerospace industries. We serve airlines, original equipment manufacturers (OEMs); maintenance, repair, and overhaul (MRO) providers; and suppliers worldwide. At L2 Aviation, our core business is integrated aviation solutions, and our mission is customer success.You will report directly to the Chief Revenue Officer and is a key part of L2 Aviation’s expansion into its new facility at Cincinnati Northern Kentucky International Airport (CVG)YOUR BOARDING PASSPeople with these characteristics are welcome on board at L2 Aviation:
  • Clear, concise communicators
  • Meticulous about managing information appropriately, securely
  • Problem solvers who thrive on finding solutions efficiently & effectively
  • Advocates for the needs of the customer to ensure timely team response
  • Willing to cooperate with others and work towards the success of the customer and team
  • Multi-taskers who can manage prioritization necessary to meet deadlines
YOUR FLIGHT PLANWhile every day is a new flight, here are a few items from the pre-flight check list:
  • Resolve internal and external customer inquiries, including pricing, subscription services, and proposal requests, ensuring quick resolution for issues
  • Coordinate with other departments to ensure overall customer success including resolution development, planning, logistics, and timely communications with customers.
  • Working with account management to drive growth from existing relationships.
  • Develop and implement strategic customer retention plans to achieve revenue targets and expand market presence.
  • Act as a key conduit of customer feedback, recommending best practices to enhance company offerings, identifying opportunities for improvement and innovation.
  • Manage customer-facing initiatives and response management, supporting and frequently coordinating customer meetings, handling technical inquiries, collaborating closely with engineering and other technical teams
  • Ensure compliance with and recommend improvements in customer service Standard Operating Procedures (SOPs), templates, checklists, and related processes
  • Process customer purchase orders, sales order entry, processing, and tracking
  • Support sales and marketing for trade shows, conferences, and related logistics
  • Other responsibilities as assigned at the discretion of supervisor.
REQUIRED SKILLS AND QUALIFICATIONS
  • Bachelor’s degree in business, communications, information systems, marketing, or customer service preferred. Equivalent work experience may be considered
  • Familiar with and comfortable managing daily activities in the Microsoft Office environment, including Teams and SharePoint
  • Ability to maximize the use of and update data within Customer Relationship Management (CRM) and Enterprise Resource Management (ERP) systems
  • 5-7 years of customer service experience
  • Must submit to and pass pre-employment drug testing.
  • Must be able to pass a TSA background check to obtain and maintain TSA/CVG badging
  • Occasional travel required for customer visits, internal meetings, and industry activities
DESIRED QUALIFICATIONS
  • 2-5 years of customer relationship or account management experience
  • Working knowledge of the aviation industry, experience with sales or customer support programs, and a true customer-first mentality.
  • Experience working in a technical environment with cross-functional teams is highly preferred
  • Technical document and procedure editing experience is preferred
Company Quality Policy:
L2 is committed to quality and continuous improvement in all areas of our organization. We provide solutions based on our customers' needs and are dedicated to ensuring that all expectations are surpassed. We are fanatical in ensuring our solutions meet or exceed regulatory and customer requirements. Working as a team, all employees are involved in the continuous quality improvement process to ensure that the company goals for quality, timeliness, responsiveness, and innovation are met, thereby ensuring customer satisfaction.Benefits
Health Insurance
Paid Time Off (PTO)
Dental Insurance
401(k)
Vision Insurance
Tuition Reimbursement
Shift Differential Pay
Life Insurance
Referral Program
Employee Discount Programs
Flexible Spending Account
Health Savings Account
Professional Development Assistance
Employee Assistance Program

L2 Aviation Solutions, LLC