Metropolis TechnologiesRemote
Customer Success Manager
United States of America
Full Time
2 hours ago
$75,000 - $85,000 USD
Visa Sponsor
Key skills
Customer Success ManagementData AnalyticsOperational Tracking SystemsRelationship ManagementPresentation CreationAIArtificial IntelligenceAnalyticsCommunicationCustomer SuccessAccount Management
About this role
Metropolis Technologies is creating artificial intelligence to transform the real world, aiming to revolutionize everyday experiences. They are seeking a Customer Success Manager to manage key airline clients and vendor partners, blending operational oversight with strategic account management to enhance service delivery and client satisfaction.
Responsibilities:
- Serve as the key point of contact and customer success manager for assigned airline clients and vendor couriers within the Bags, Inc. logistics line of business
- Develop and maintain strong, positive relationships with client representatives, proactively anticipating their needs and building long-term trust
- Lead the creation and presentation of quarterly business reviews (QBRs) and other regular performance reports to airline clients, translating complex data sets into actionable insights
- Oversee the day-to-day operations of vendor couriers, ensuring adherence to rigorous performance standards and service level agreements (SLAs)
- Communicate effectively with employees and clients to ensure fulfillment of performance requirements
- Seek and implement opportunities to leverage AI and other technologies to streamline workflows, improve operational costs, and enhance the customer experience, such as improving ETA delivery windows
- Partner with Product and Engineering teams to advocate for operational efficiencies and client-requested features
- Navigate complex escalations from high-value clients while handling multiple priorities simultaneously
Requirements:
- 5+ years of professional Customer Success Manager experience, ideally in the hospitality or airline industry
- Proven experience in relationship management and presentation creation for high-level audiences
- Demonstrated experience or strong familiarity with data analytics and leveraging AI to drive efficiencies in logistics or account management
- Excellent oral and written communication skills
- Ability to communicate effectively with employees and clients to ensure fulfillment of performance requirements
- Ability to maintain positive relationships with client representatives
- Experience handling multiple priorities simultaneously
- Proficiency with operational tracking systems
- Experience leveraging AI tools to transform static workflows into responsive, high-output processes