OpenAirlines

OpenAirlines

Head of Customer Success in Flight Operations

  • Permanent contract 
  • Toulouse
  • Master's Degree
  • > 7 years

The company

OpenAirlines

OpenAirlines

  • Aeronautics / Space, Big Data, Environment / Sustainable Development
  • From 15 to 50 employees

The job

Head of Customer Success in Flight Operations

  • Permanent contract 
  • Toulouse

About

Each year, almost 660 million tons of C02 are emitted by air transport, this is more than 20 000 kg of C02 per second. OpenAirlines decided to act by developing innovative solutions to help airlines reduce their costs and environmental impact.

After 7 years of R&D, the SkyBreathe® Fuel Efficiency Eco-flying software came out in the market in 2013. Based on Big data algorithms, AI and machine learning, SkyBreathe® automatically analyzes the large amount of available data in flight data recorders to assess flights’ efficiency.

OpenAirlines has been rewarded with several awards including the 2nd place at CleanTech Open, the 1st International Competition of clean-tech startups. The startup in “hypergrowth” is the market leader and currently employs about forty employees in Toulouse and in its subsidiaries in Hong Kong and Miami.

To further its development, OpenAirlines is looking for enthusiastic, curious and innovative minds motivated by the global warming issue and the technological challenges that will save our planet.

OpenAirlines
OpenAirlines
OpenAirlines
OpenAirlines
OpenAirlines

Job description

The Customer Success department is responsible for delivering our software and consulting solutions to airlines around the world.

Its main goal is to ensure customer satisfaction, help them reach their business objectives (especially in terms of fuel saving) and to feed the product development team with improvement ideas developed with our customers.

Position and mission at OpenAirlines
Reporting to the CEO the Head of Customer Success manages a team of 12 consultants located in Toulouse, France, Americas and Asia. Its missions consist in:

  • Managing the implementation projects that deliver our software solution within airlines and onboarding the customers so that they can reach autonomy
  • Providing functional support to our customers
  • Providing advanced consulting to our customers to help them optimize their operations
  • Collecting needs and ideas to improve our product offering and sharing them with Product Management and Marketing & Sales.

As head of the Customer Success group, your role is to:

  • Improve processes and tools to deliver an optimal customer experience.
  • Work with Engineering, Product, Sciences, Sales and Marketing team to develop our offers and reach OpenAirlines’ goals
  • Manage the team of consultants, in Toulouse and in our offices abroad: hire, inspire, guide them in their career development
  • Set up and monitor KPIs that measure the quality of the service and the success of our customers
  • Make sure the key missions of the department are delivered on time and within budget
  • Develop the service abroad to provide local support to our customers in Asia and Americas
  • Innovate in the missions of the group and generate new consulting opportunities
  • Participate in the executive council of the company that defines strategic objectives

Although the position is based in Toulouse, you are expected to travel on a regular basis to visit customers or to adapt our international organization in terms of support.

Preferred experience

Required skills

  • Management skills that foster innovation, talent development and autonomy.
  • Excellent listening skills, empathy and ease for relationships with customers of various cultural environments.
  • Strong project management skills with experience in managing complex international projects to airlines.
  • Experience in SaaS B2B companies
  • Fluent in English and in French.

Interesting skills

  • Customer Centric Approach
  • Experience in software development, agile development, scripting languages and DBMS.
  • Background in aeronautics engineering, aircraft performance, aerodynamics, flight physics.
  • Good level in other languages (Mandarin Chinese, Spanish, Arabic…).

Profile
You have a Master’s degree in Engineering or Marketing and experience working for a startup or SaaS BtoB company.
You have strong analytical skills, a pragmatic state of mind and you are data driven oriented.
You have a good contact with people, express yourself clearly and are used to international exposure.

Meet the OpenAirlines team

OpenAirlines

OpenAirlines

Head of Customer Success in Flight Operations

  • Permanent contract 
  • Toulouse
  • Master's Degree
  • > 7 years
  • Share on Facebook
  • Share on Twitter
  • Share on LinkedIn